Business Analyst

  • Guideline
  • San Mateo, CA, USA
  • Sep 13, 2018
Full time Customer Service Sales

Job Description

At Guideline, we’re helping Americans save for a better future. Guideline is the only 401(k) provider with a fee-free, full-stack 401(k) offering that automates plan administration and compliance with a platform that directly integrates with many of the most popular payroll providers. 
By building transparent and first-of-its-kind software, the Guideline team is combatting what’s unfortunately become the retirement industry status quo -- legacy providers have put profit over the interests of employees, abandoning the goal of the programs in the first place: to give employees the opportunity to save as much as possible for retirement. 
With over 3,000 clients and hundreds of millions of dollars in assets under management, in just a couple years of operations, we’re well on our way to making smart retirement planning easy for everyone. 
Job Description
Guideline is seeking a Customer Success Business Analyst to join its growing Customer Success Team. In this role, you will be responsible for the implementation and continual optimization of the Customer Success team’s technical infrastructure and associated processes.  This role is highly collaborative and impactful, working cross functionally with key stakeholders and teams across the organization to directly impact top level business metrics and KPIs.
  • Implement and provide ongoing support for the Customer Success team's tools and platforms
  • Collaborate with team SMEs to update and maintain team SOPs and workflows
  • Monitor and streamline our customer feedback loop (NPS and CSAT)
  • Collaborate cross functionally with product, operations, compliance, engineering, sales and our CFPs in order to identify areas for improvement of the customer experience
  • Perform in depth reviews of customer trends and building out reporting for interdepartmental transparency
  • Execute routine analyses for onboarded plans to ensure the Customer Success team is supported to achieve client success
  • Report CS team metrics on a regular cadence

  • 3+ years experience in project management, customer support, customer success
  • Experience administering customer support platforms and CRMs (Zendesk,, Salesforce)
  • Adaptable, with the ability to pick up new technologies
  • Creative, with analytical problem-solving skills
  • Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
  • Bachelor’s degree preferred (or equivalent field-related experience)
  • Experience with SFDC, Looker a plus
  • Ability to pass background and credit check for employment
As a full-time employee at Guideline, you’ll enjoy: 
  • An industry-competitive salary 
  • Full health benefits, with 100% premium coverage for health, vision, and dental 
  • The freedom to take time when you need it, with an unlimited vacation policy 
  • Generous paid maternity/paternity leave policies as well as short and long-term disability benefits 
  • An employer-matched Guideline 401(k) 
  • Daily catered lunch, in addition to more snacks, coffee, and beverages than you could ever consume 
  • Computer and monitor setup of your choosing 
  • A spacious office in San Mateo, steps away from the Caltrain station, that happens to have an on-site beer garden, two Bocce Ball courts, and is conveniently across the street from Blue Bottle and Tin Cup
  • The opportunity to work coast to coast: in addition to our HQ in San Mateo, we have a centrally-located office in Portland, Maine