At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

DESCRIPTION

The GCC Tools Business Analyst - Manila will be responsible for administration and enhancements to 8x8 Global Customer Care tools, specifically for Planhat, the Customer Success Platform.

The GCC Tools Business Analyst will play a crucial role in driving value for customers across the lifecycle, thanks to the workflows they will configure in Planhat. They drive our customers' success by enabling our CS team to work to their best capabilities.  This role will be part of a team that creates and manages scalable processes and solutions on the Planhat platform and other tools platforms to support business goals.

You will collaborate with other GCC Ops members and cross-functional business teams to develop customer success strategies and craft the associated business requirements. They translate these requirements into technical designs that they implement in Planhat and, at times, integrated systems such as Salesforce (Customer Relationship Management (CRM)), Snowflake (Enterprise Data Platform (EDP)), ticketing tools, product analytic tools, etc.

You will then participate in training team members and business partners to use the workflows they’ve set up, teach users best practices, ensure successful technology deployments on a recurring basis, and engage in daily problem-solving to ensure the team can use the system productively.

Altogether, Planhat Administrators create and manage scalable processes and solutions on the Planhat platform to support business goals.

RESPONSIBILITIES

Configure, deploy and administer the Planhat Customer Platform, including system configuration, dashboards, end-to-end workflows, system integrations, and automation

Collaborate with internal teams to identify key metrics, data sources, and data accuracy

Develop & roll out new business processes in partnership with Customer Success leadership and cross-functional teams

Upgrading and configuring Planhat Platform for optimized integration with our tech stack

Manage day-to-day support of Planhat users, including questions, ad-hoc customizations, design and implementation of core functionality, workflow adjustments, and user administration, security, and permissions

Identify opportunities for improvement of existing tools and processes, including new product releases by Planhat

Monitor data integrity, user activity, and suggestions to make continuous improvements of the Planhat Customer Platform

REQUIREMENTS

Bachelor’s Degree, Advanced degree (preferred)

Relevant education or experience in business tools such as Excel, Google Sheet,

Experience in a Customer facing position, or SalesForce or Gainsight administrator, or experience with using Tableau would be a bonus.

Understanding of the role of customer success, or equivalent experience with other customer facing teams

Experience in project management, business analysis, and problem-solving

Demonstrated self-driven, and experiment driven learning of unfamiliar systems.

Demonstrated creative problem solving, prioritization and understanding and following strategic directions

Flexibility to be available outside of normal office hours to accommodate global and emergency processes when needed on an exception basis

Resourcefulness and ability to operate with minimal direction

Capable of prioritizing multiple projects while still achieving deadlines

Strong written and verbal communication skills

This role is based at Manila, Philippines.

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

View the Participant Poster in English | Español.

View the Right to Work Poster in English | Español.

We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws. Learn more or email us at careers@8x8.com (Include “Reasonable Accommodation” in the subject line)

For European Job Applicants our Job Applicant Privacy Notice can be found here.