Business Analyst

Opiniion is a resident satisfaction tool that helps clients measure and manage their resident experience via feedback, review generation, and surveys. Our platform has helped thousands of organizations improve their resident experience and increase their online ratings, raising customer satisfaction. We pride ourselves on delivering exceptional service and innovative software solutions to our clients. Opiniion’s rapid growth provides an exciting career path and professional development opportunities!

As a Business Analyst, you will play a critical role in optimizing post-sale processes, supporting Customer Success, Product, and Finance teams in improving customer retention, expansion, and revenue intelligence. This role requires a strong analytical mindset, the ability to translate data into insights, and a passion for driving efficiency and customer success.

RESPONSIBILITIES:

Customer Health & Retention Metrics:

• Work with Customer Success to track key metrics such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn, Lifetime Value (LTV), and expansion revenue.
• Identify risk factors early and collaborate with functional teams to build leading indicators for retention and expansion opportunities.

Onboarding & Time-to-Value Tracking:

• Partner with Customer Success and Product teams to measure and improve time-to-first-value for new customers.
• Surface key insights on friction points in onboarding and propose solutions to drive efficiency and customer satisfaction.

Renewal & Expansion Forecasting:

• Assist Finance and Customer Success in improving renewal and expansion forecasting accuracy based on historical data and customer behavior trends.
• Provide insights to drive data-driven decision-making for customer retention and growth strategies.

Customer Journey Optimization:

• Support cross-functional efforts to refine the post-sale customer journey, ensuring smooth transitions between onboarding, retention, and expansion phases.
• Identify areas for process improvement and work with teams to implement enhancements.

Billing & Revenue Intelligence:

• Work with Finance to enhance visibility into revenue trends, including contracted Annual Recurring Revenue (ARR) versus actual revenue expansion/contraction.
• Analyze revenue data to support business decisions and identify growth opportunities.

Customer Feedback & NPS Insights:

• Partner with Customer Success and Product teams to analyze Net Promoter Score (NPS), Customer Satisfaction (CSAT), and product adoption trends.
• Assist in translating qualitative feedback into actionable initiatives to improve the customer experience.

QUALIFICATIONS:

• 2 years of experience in business analysis, data analytics, or a similar role, preferably in a SaaS or tech environment.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Experience working with CRM and data analytics tools (e.g., HubSpot, Tableau, Looker, SQL).
• Excellent communication and collaboration skills, with the ability to work cross-functionally.
• Familiarity with customer success metrics, revenue analytics, and SaaS business models is advantageous.

This role requires a proactive and strategic thinker who can not only report on key business metrics but also identify opportunities for improvement and help shape strategic decisions. If you are passionate about using data to drive measurable improvements across the business, we invite you to apply for the position of Business Analyst at Opiniion.

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Experience:

• Business Analyst: 2 years (Required)

Ability to Commute:

• Lehi, UT 84043 (Preferred)

Work Location: In person

Salary : $70,000 - $80,000