Whip Media is transforming the global content licensing ecosystem with a market leading enterprise software platform that centrally connects data, processes and teams throughout the digital distribution journey. Powered by predictive insights and proprietary data, we enable the world’s top entertainment organizations to efficiently distribute, control and monetize their TV and movie content to drive revenue and direct-to-consumer growth.

Whip Media is seeking a Business Analyst to provide support across multiple (high-touch) customers and large sized projects, as it relates to our product offerings post-delivery. Reporting into the Customer Success organization, this role will offer an opportunity for you to expand and use your skills in Client Support and Project Management, as you help expand out a portfolio of various products and customers. Whip Media’s preferred candidate will have business and data analysis experience. The role will enable you to work as part of a collaborative and highly engaged Customer Success team that liaise with clients and define solutions for the Whip Media core product. You should be a self-starter who is able to quickly take on new tasks, and fill in gaps where needed.

Strong Communication skills is a must. This opening is a customer-facing role and is an opportunity to build upon skills communicating directly with key internal and external stakeholders, documenting business processes, gathering requirements, testing, debugging, defining requests to Engineering, taking ownership of on-going engagements and ensuring deliverable deadlines are met. This opening will be based on the West Coast, working with Global customers.

Key Responsibilities

• Gain in-depth proficiency in Whip Media product features to provide on-going production support post go-live and promote customer satisfaction
• Provide support for key Customers and customer workstreams, including support ticket management, response and resolution
• Develop a deep understanding of Client’s business processes, use cases and day-to-day data operations
• Create and manage functional requirements and user stories for system enhancements
• Support ongoing Release Management with Customer implementations, including product upgrades and enhancements.
• Perform end-to-end testing, including regression testing
• Participate in User Acceptance Testing (UAT) with Client, create and manage Test Plans
• Work closely with Customer Success Lead to ensure the customer environment is operating properly
• Collect and maintain ideas, knowledge, implementation details and track issues using JIRA

Preferred Experience and Skills

• Minimum of five years of related work experience
• Strong written and verbal communication skills
• Ability to collaborate with internal and external project team members
• Strong data and business analysis skills
• Proficiency with end-to-end system testing including regression testing
• Proficiency in writing Test Plans, creating User Guides, creating Release Notes
• Proficiency in writing and managing tickets between clients and internal CSM teams
• Experience with testing and troubleshooting solutions with complex technical data integrations
• Experience with creating process flow and data flow diagrams
• Experience with owning Client UAT
• Experience with conducting end-user training a plus
• Experience with supporting SaaS solutions and projects
• Basic understanding of data warehouse concepts a plus
• Basic understanding of accounting concepts a plus
• Working knowledge of R a plus
• Familiarity with Atlassian collaboration tools (JIRA, Confluence) a plus
• Experience with large scale Enterprise SaaS implementations
• Experience with supply chain, finance and/or rights products is a plus
• M&E Industry experience is a plus
• Ability to work efficiently in a fast paced, hyper-growth environment