Team Lead, Business Systems Analyst

About the role

Customer Success Operations team at Blackbaud builds and maintains the Gainsight and Salesforce/Certinia platforms that enable social impact organizations to manage customer success workflows. The Team Lead drives day‑to‑day platform operations, intake triage, prioritization, and escalation handling while coaching a team of analysts, and remains hands‑on with configuration and troubleshooting. Hyderabad, India, hybrid/on‑site as business needs require.

What you’ll do

• Lead and coach a team supporting Gainsight and Salesforce/Certinia operations
• Manage intake triage, prioritization, WIP and escalation handling
• Maintain platform documentation and SOPs
• Oversee operational backlog including bugs, reporting issues and UAT support
• Ensure stakeholder alignment and communication cadence
• Guide team members through performance reviews and mentorship

What you’ll bring

• 8-10 years Business Systems/CS Ops/Enterprise SaaS administration
• Bachelor's or master's in Computer Science or Information Systems
• Hands‑on Gainsight admin experience
• Leadership experience coaching and managing a team
• Gainsight Admin Certification Level I or II

Skills

Education

Bachelor's/master's degree in Computer Science or related field