Business Analyst Xactly
Xactly?s vision is to empower companies to incent right. We help people everywhere connect and unleash their human potential through seamless, perfectly aligned incentive compensation. We believe in the power of incentives to help companies, their employees, and their partners build stronger relationships and achieve more.
We provide decision-makers with the data insights they need to tap the motivational power of their incentive compensation. We imagine a world where anyone can design and manage the ideal incentives to drive their business inspire their people. At Xactly, we are driving the future of incentive compensation.
As a company, we are guided by core values centered on ?CARE?:
? Customer Focus: Everything we do is about achieving total customer success. We are committed to delivering products and services that make our customers thrive. To succeed and earn the trust of our customers we must meet their expectations every single day, with every interaction.
? Accountability: We hold accountability and integrity at the core of everything we do. We are personally accountable for our actions to our customers, our partners and to each other. We do not make commitments we do not intend to keep. We are who we say we are, and we do what we say we will do.
? Respect: We foster an environment of teamwork and mutual respect. We respect our peers, our customers and our partners. We respect diversity and openness.
? Excellence: We are passionate about innovation and quality. We demand excellence in everything we do. We strive to achieve excellence in our products, services, support and partnerships. We set high standards for excellence and aim to exceed them.
Business Analyst, Customer Support
As an Application Support, Business Analyst you will report directly to the Manager of Customer Support. You will provide functional application support to Xactly internal and external customers. You will also be an integral part of problem resolution for complex issues partnering with our cross functional teams in QA, Engineering, and Operations. You will be required to work on complex problems, while balancing a large workload in a fast paced environment. The right person will also be comfortable interfacing with clients and managing complex and sensitive client relationships, ensuring they are fostering these relationships until resolution has been reached.
? Casework providing application support for all Xactly products
? Understand, replicate, validate, and resolve customer service requests from customers and partners
? Document and track case history, case status and solutions
? Communicate with customers regularly via phone, emails and online support tools about case status and solutions
? Support testing of new product releases and patches
? Submit escalations to the next level of support, operations or Engineering
? Effectively communicate and document design, reliability, and maintenance problems to Engineering, Product Management, Technical Operations or Professional Services via formal escalation process
? Contribute solutions to the Xactly Knowledge Base and other publications
? Bachelors degree
? At least two years of experience supporting in providing application support to business users (e.g., sales operations, sales, finance, HR, payroll, management)
? Strong analytical and problem solving skills
? Excellent customer service skills
? Ability to work independently and as part of a team
? Required to work off standard hours to support global customers and on-call shift rotations
? Excellent written and verbal communication skills
? Prior experience working with financial applications and/or working with sales commissions and reporting applications (e.g., True Comp, Varicent, Xactly, Oracle Bi, Salesforce, Oracle CRM)
||35 South Market Street |
San Jose, CA 95113