Senior Business Analyst
RingCentral
Senior Business Analyst
Say hello to possibilities.
It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little information about us, we’re the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
About the Role
We are looking for a Senior Business Analyst to join our Support PMO team. This individual will play a critical role in transforming support data into actionable insights, driving strategic decisions, and improving the overall customer experience. You'll work cross-functionally with Support, Customer Success, Professional Services, and to analyze trends, surface areas of opportunity, and enable key initiatives through high-impact reporting and data storytelling using mainly gainsight and SFDC.
What You'll Bring
Develop, maintain, and optimize dashboards and reports in Gainsight to visualize support KPIs, customer health scores, operational trends, and business outcomes.
Partner closely with stakeholders to understand business goals and translate them into scalable, data-driven solutions across Gainsight, Salesforce, and other platforms.
Analyze large datasets from Salesforce (SFDC), Gainsight, and other internal systems to extract meaningful insights and recommendations on customer health and support performance.
Support ongoing improvements to our data infrastructure and reporting processes; contribute to the design and documentation of data pipelines, data models, and Gainsight rules engine configurations.
Monitor and improve data quality across systems, including Gainsight CTAs, scorecards, and timeline activities, and help build trust in our support reporting ecosystem.
Identify automation opportunities, including Gainsight Journey Orchestrator programs and automated playbooks, to support operational excellence initiatives within the Support organization.
Collaborate with Data Engineering, Customer Success, and other Analytics teams to align on definitions, metrics, and best practices across Gainsight and connected systems.
Stay current on developments in AI, advanced analytics, Gainsight product releases, and data tooling to identify opportunities for innovation in support and customer analytics.
To succeed in this role, you must have experience in:
4+ years of experience in Business Analysis, Data Analytics, or a similar role, preferably within a Support or Customer Experience function.
Advanced proficiency with Gainsight (including Dashboards, Scorecards, Rules Engine, and CTAs), and Excel for data visualization and operational management.
Strong experience working with Salesforce (SFDC) data, objects, and reporting structures, including Gainsight's native SFDC connector and data ingestion configurations.
Proven ability to work with large, complex datasets using SQL or equivalent querying tools, including Gainsight's S3 connector and Bionic Rules.
Excellent communication and stakeholder management skills; able to distill complex data into clear narratives for CS, Support, and executive audiences.
Strong problem-solving skills and business acumen, with a bias toward action and impact.
Familiarity with Customer Support and Customer Success metrics (CSAT/DSAT, NPS, FCR, churn risk, health scores, response times, etc.).
Preferred:
Experience with data pipeline development and ETL tools (e.g., dbt, Airflow, Fivetran), including experience syncing data into Gainsight via MDA (Matrix Data Architecture).
Familiarity with AI/ML concepts and their applications in support of customer analytics, including Gainsight's AI-powered features like Sentiment Analysis and Renewal Intelligence.
Background working in fast-paced, high-growth tech environments with cross-functional CS and Support teams leveraging Gainsight at scale.
What we offer:
Comprehensive HMO package (medical and dental)
Paid time off and paid sick leave
Quarterly Performance Bonus
Employee Assistance and Wellness Programs
About RingCentral/Acquire BPO
RingCentral, Inc. is a US-based company engaged as a global provider of cloud-unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.
Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.
We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.
As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.
Acquire BPO is an equal-opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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