We are excited to announce our expansion to Vancouver, Canada. This is a rare opportunity for talented professionals to get in on the ground floor and play an instrumental role in shaping the future of our company. If you are driven by excellence, inspired by new challenges, and ready to be a part of a global success story, we invite you to be a key player in our exciting venture in Vancouver! You will be required to work in a hybrid capacity out of our offices in Vancouver. 

About Pantheon

Pantheon is the WebOps platform for websites that deliver extraordinary results. We believe in putting the magic of the internet in everyone’s hands. That’s why we’re so passionate about helping developers, IT and marketing develop, test, and release website changes faster and more reliably so they can build and maintain websites that create value for their organizations. Our cloud native software makes it easy to securely manage a single website or thousands of websites across multiple teams in one platform.

Pantheon’s core values are Trust, Teamwork, Passion, and Customers First. At Pantheon, we work hard and play harder, valuing individuality, humor, and balance. We're enthusiastic participants in several open-source communities and have real relationships with many of our most active customers. If all of this sounds interesting to you, read on!

About the Role

Pantheon’s Business Systems team is responsible for ensuring our business scales through efficient SaaS systems, processes, data and analytics. We leverage a cloud first technology stack supporting Pantheon’s Sales, Product Marketing and Finance operations alongside our go-to-market strategy. 

We are looking for a Senior Business Analyst to join our team and lead the development and effectiveness of our Customer Experience systems. 

You will work closely with our Sales and Customer Operations teams to optimize and operationalize the activities through the full lifecycle of a customer. In this highly visible role reporting to the Director of Enterprise Systems, you will report and recommend directions on the performance of our Customer Experience systems. You will work with multiple technical experts across other teams to optimize tools for our Sales and Customer Teams. You will assess risks, anticipate bottlenecks, and balance the business needs versus technical constraints to maximize business benefit. 

Responsibilities

• Be part of a team crafting a world class customer experience!
• Partner with Sales and Customer Operations to develop customer focused systems and workflows.
• Ensure Salesforce and Zendesk work efficiently together to serve our customers.
• Develop your priorities and drive a portfolio of projects.
• Drive the performance of our Customer Experience through system design and process optimization.
• Help build Pantheon’s Customer Lifecycle practice from the ground up.
• Stay current on the latest trends and technologies and influence the future vision of our Customer Experience tech stack. 
• Manage the implementation and operations of 3rd party tools. 
• Enable our sales and customer teams with roll out training and communications.

What You Bring to the Table

• A motivation to provide excellent service to our internal business partners.
• An accountability mindset, willing to dig deep into details and make things happen. 
• A collaborative work ethic, motivated by winning together as a team. 
• A proactive disposition, able to drive outcomes for our business partners.
• Experience developing and managing SaaS tools including: Salesforce and Zendesk
• Track record of developing high performance technology stacks.
• Ability to manage multiple projects, cross functionally, and plan delivery roadmaps.
• Good requirements documentation, testing, and release management discipline
• Ability to write, interpret, and critique technical specifications
• Clear communicator, able to present complex concepts clearly to a wide audience.
• Active listener, able to accept and encourage feedback on your work and performance.
• Take pride in what you can do as part of a team.

What We Offer

We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team.

• Industry competitive compensation and equity plan
• Paid Time Off (PTO), Paid Sick Leave (PSL) and 11 Paid Company Holidays
• Full medical coverage (Extended health care, dental, vision)
• Top-of-line equipment
• Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development
• Events and activities both team-based and company wide that inspire, educate and cultivate

Pantheon is an equal opportunity/affirmative action employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.

After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security.

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