SaaS Onboarding Analyst - job 1 of 2

Symphony AI Media's (SAIM) vision is to create a System of intelligence through a suite of solutions that assists clients through AI and Machine Learning. Already the preeminent leader in Audit and Revenue Management Services for the media industry; auditing billions of dollars on behalf of major media companies in the Fortune 500 throughout the world, we are evolving with the media industry to provide it with the next generation of intelligence and insight that will propel our clients’ business forward through an ever-changing landscape.

The SaaS Onboarding Analyst is responsible for working closely with new and existing SaaS customers to understand their business requirements, determining product functionality gaps, and translating those into written product specifications. The SaaS Onboarding Analyst must possess strong analytical skills, be data-driven and boast the aptitude to become well-versed on the technical aspects of our solutions offerings. The SaaS Onboarding Analyst is also responsible for meeting specified timelines, ensuring the adequate handling of deliverables and supporting positive customer experiences.

As the SaaS Onboarding Analyst you will be responsible for:

• Work directly with customers to onboard them to our SaaS platforms.
• Elicit product customization requirements using interviews, document and data analysis, customer calls, business process descriptions, use cases, scenarios, and task and workflow analysis.
• Analyze the requisite information gathered from multiple sources, break down high-level data into details, and transform into the needed project documents, such as functional requirements and acceptance criteria.
• Collaborate with customer support to assure business continuity and smooth transitions after the onboarding period ends.
• Meet all customer timelines and deadlines; proactively communicate to customers and management any delays in meeting expectations.
• Manage deadlines for multiple migrations simultaneously.
• Coordinate with the Engineering team on custom functionality for new customers.
• Assist the customer Support team with inquiries as needed.
• Perform user acceptance testing associated with custom functionality.
• Participate in special projects and perform other tasks as required.

To be considered for this role, it is highly preferred that you possess:

• Experience working in a SaaS company.
• Technical document writing experience such as functional requirements, acceptance criteria, and use cases.
• 2+ years experience in a role documenting user requirements.
• Knowledge of cloud-based technologies and APIs to integrate customer systems with our products.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Highly developed critical thinking skills with a demonstrated ability to think creatively and practically when resolving issues.
• Excellent verbal and written communication skills; ability to clearly communicate with internal team members and customers alike.
• Strong troubleshooting skills.
• Business process analysis and application development skills useful.
• BA/BS degree or applicable work experience.

The salary range for this position is between $ 75,000 - $ 95,000

SAI Media offers its employees Medical, Dental, and Vision benefits, as well as IVF, a competitive 401(k) and Roth plan, company paid Life Insurance, LTD & Fraud Protection, a hybrid telecommute environment, and flexible PTO with paid maternity/paternity leave.

SymphonyAI Media is an Equal Opportunity Employer (M/F/D/V)