Business Process Analyst

We believe it takes great people to create a great product. That’s why our team lives our company values, and we hire based on them, too. Since 2010, Pipedrive has been on a mission to support sales and marketing teams with easy-to-use, powerful tools that make everyday work faster and easier. Today, our cloud-based software is trusted by over 100,000 companies and used in 179 countries. We have grown from a five-person team to a truly international company of over 850+ people, representing more than 50 nationalities, with ten offices distributed across Europe and the US. In 2020, Pipedrive received a majority investment from Vista Equity Partners, a global investment firm that invests exclusively in enterprise software, data and technology-enabled businesses, making Pipedrive the fifth unicorn from Estonia.

We're seeking a business process analyst for our Transaction Services Team. Business process analyst will be a key player in optimizing, streamlining, and accelerating our billing and payment processes. In this role you'll make a significant impact, helping us enhance efficiency and deliver an exceptional billing experience to our customers. If this sounds like something for you, get in touch, we’d love to meet you!

Your new adventure:

• Collaborate with transaction services to optimize customer billing and finance processes, ensuring efficiency and regulatory compliance while maintaining clear, standardized documentation, regularly updating it to align with regulatory changes, industry standards, and internal policies.
• Work closely with revenue teams to streamline and speed up the renewal process. Remove bottlenecks, simplify workflows, and ensure a seamless, customer-friendly experience to boost retention and satisfaction.
• Partner with internal teams to ensure billing processes are efficient, scalable, and aligned with customer and business needs, act as a liaison for cross-functional alignment and feedback.
• Act as the expert for Finance Operations processes, offering insights and feedback to enhance the customer billing experience, especially to product teams.
• Support Transaction Services in resolving complex customer issues, ensuring quick solutions and identifying root causes to prevent recurrence through process improvements and knowledge sharing.
• Collaborate with colleagues from enablement to transition finance operations to future state processes, managing changes and training for new systems, processes, and initiatives.
• Utilize metrics to identify pain points in finance operations, lead process improvements through redesign, automation, and efficiency measures and report regularly on performance and recommend enhancements.
• Work with the finance operations team to ensure the successful deployment and scaling of technical solutions that enhance billing processes, including new tools and system upgrades.
• Monitor DSO (Days Sales Outstanding), Finance Ops Transaction Services SLAs, renewal accuracy, and escalation volumes while enhancing the use of digital knowledge bases and customer support tools.

Does this sound like you?

• 2+ years of experience in a Business Analyst or similar role, with a focus on finance operations or customer billing/customer support
• Strong business partnering, communication and collaboration skills to drive effective outcomes with cross-functional teams and stakeholders
• Proven experience in business process analysis and optimization, particularly within billing, payments, customer support or finance operations
• Ability to translate complex challenges into clear, actionable plans and documentation
• Strong problem-solving skills with a focus on root cause analysis and sustainable solutions.
• Hands-on experience with process mapping tools and techniques
• Demonstrated ability to manage multiple priorities in a fast-paced environment
• High attention to detail and a process-oriented mindset
• Expertise with Microsoft Office or Google Suite, and familiarity with relevant process mapping tools
• Fluency in English

Why Pipedrive?

• A value-driven work environment where people come first
• A lively bunch of colleagues from over 50 different countries, with offices in Lisbon, Tallinn, Tartu, Prague, London, Dublin, New York, Florida, Riga and Berlin
• A team serious about getting things done while not taking ourselves too seriously
• A world-class working environment full of the usual nice perks and some more
• Freedom to execute your ideas with a passionate and motivated team supporting you
• Flexible working hours as long as you’re there for your team members
• Lots of room for personal and career development, with internal and external training opportunities
• Competitive salary including all the benefits you’d expect from a great employer (annual bonus system, health insurance, meal allowance, flexible benefits – you can choose whether to use the credit on parking, a public transport card, technology, etc.)

Pipedrive is an equal opportunity employer. We encourage diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity or veteran status.

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