Team Lead, Business Systems Analyst

Lead and develop a team managing day-to-day operations and delivery for Gainsight and Salesforce PSA/Certinia within Customer Success Operations.

Own intake governance, prioritization, escalation handling, and troubleshooting ensuring responsiveness to internal customers across Customer Success, Support, and Professional Services.

Drive operational tracking, documentation, and stakeholder communication to improve workflow predictability and maintain business continuity including after-hours support as needed.

8–10 years of experience in Business Systems, Customer Success Operations, or Enterprise SaaS administration with production system ownership and stakeholder management.

Bachelor’s or Master’s degree in Computer Science, Information Systems or related field.

Hands-on experience as Gainsight Admin; Gainsight Admin Certification Level I or II preferred.

Experience supporting Salesforce PSA / Certinia preferred; work location Hyderabad with primarily U.S. business hours (1 PM to 10 PM IST) schedule.

Experienced leader capable of coaching and managing a team while maintaining hands-on technical involvement in platform configuration and troubleshooting.

Strong operational mindset with ability to manage intake, prioritization, backlog, and workflow governance.

Comfortable engaging with senior stakeholders and translating ambiguous requests into actionable work items with clear communication.