Job Summary

This role partners directly with business stakeholders, engineering, and product teams to transform Customer Success processes within the NetSuite Business Unit. The successful candidate will be a strategic thinker who operates autonomously, anticipates risks, and ensures delivery excellence without the need for close supervision.

 

Preferred Qualifications

 

8+ years of experience as a Business Analyst and/or Project Management, preferably in software implementation or ERP/CRM transformations. Proven experience in process improvement initiatives for Customer Success. Hands-on exposure to AI, automation tools, or intelligent process design. Strong understanding of Agile (Scrum) delivery and product-oriented operating models. Excellent problem-solving, analytical, and facilitation skills; able to simplify complex topics, navigate ambiguity, and influence decision-making. Exceptional stakeholder management, communication, and documentation skills. Ability to operate independently, manage multiple priorities, and take ownership of outcomes. Bachelor’s degree in Engineering, Information Systems, Business, or related field; Master’s degree preferred. NetSuite knowledge or certifications are a plus.

 

 

Key Responsibilities:

 

Lead end-to-end business analysis for Customer Success transformation and related initiatives. Identify and deliver automation opportunities leveraging AI or rule-based workflows to improve efficiency and accuracy. Translate complex business needs into clear functional and technical requirements, ensuring traceability and testability. Partner with engineering, QA, and product management to ensure timely, high-quality delivery aligned with scope. Facilitate stakeholder workshops, sprint reviews, and backlog refinement sessions under an Agile framework. Conduct validation and acceptance testing to ensure solutions meet business objectives. Mentor and guide other analysts or project contributors on best practices, standards, and methodologies. Drive change-management readiness by ensuring documentation, communication, and user enablement plans are in place.

 

Bonus Points

 

Experience with NetSuite ERP, CRM, or SaaS solution implementations. Certification in Agile (CSPO/PSPO, CSM/PSM) or Project Management (PMP, PRINCE2). Proven exposure to AI-driven business process re-engineering or automation governance.