Senior Business Analyst (Customer Account Management)

We value inclusivity and diversity at Envato. Research shows candidates from neurodiverse and underrepresented backgrounds often only apply for roles if they meet all the criteria. We like to make our hiring decisions based on experience and passion, so if you’re keen to apply and need reasonable adjustments please let us know. We also encourage you to let us know the pronouns you use at any point during the recruitment process.

About Envato

We exist to empower creatives to thrive independently and as a community. We work to be the must-have, most used, intelligent and essential creative companion where we empower creatives to create freely and confidently, and accelerate their everyday creative process however and wherever they work.

We proudly support the lives of creative pros all over the world, from web developers and graphic designers, to marketers, videographers, photographers and more. We’ve built a community where anyone can get their creative projects done, and where creators bring their ideas to life and in the process, earn a living doing what they love. Our mission is to be the singular destination for creative assets. It doesn’t get much better than that! 

We are a global and rapidly scaling business. Blending purpose and profit, we're a passionate B Corp, committed to making a positive impact on the communities we engage in. You can read more about our purpose, mission and values on our website.

We’re leaders in flexibility and have embraced ways of working to encourage this for a long time. Where we can, let’s make work, work for you! Our roles can be based ANYWHERE in Australia or New Zealand, and while we all mostly work from home we’re proud of how we keep our global team connected.

The Role

The Senior Business Analyst (Customer Account Management) plays a critical role in ensuring that Envato delivers a first class account management experience to all Envato customers ranging from individual creatives right through to large Enterprise clients while maintaining its reputation as a trusted partner in the creative ecosystem. 

This role focuses on building a deep understanding of customer needs, regulatory obligations relating to Customer PII, payment gateways, account security, user authentication and breaking down complex requirements into actionable projects and work streams, coordinating their delivery across relevant product development teams within or adjacent to the Customer Account Management domain. As a key member of our Product Development organisation, you will ensure that we are product lead in our thinking, that all prioritised initiatives are clearly defined, aligned to our business objectives, are implemented effectively and deliver value to our customers and stakeholders.

What you'll be doing

• Lead the analysis and breakdown of the 'define' phase in the PDLC, aligning with product vision, regulations, risk appetite, and strategic goals.
• Translate prioritised initiatives into actionable tasks for product development and engineering teams.
• Document project requirements, boundaries, deliverables, and objectives to ensure clarity and alignment with product vision and OKRs.
• Collaborate closely with Product Trio members and Domain leads to foster alignment and shared understanding.
• Act as a key contact for finance and compliance-related inquiries between Product Development teams and the tax team.
• Partner with Product Trios to guide initiatives through the Define and Design phases, ensuring high-quality results.
• Work with Engineering and Product teams to explore and validate solutions that meet customer and business goals.
• Maintain strong relationships with stakeholders including Legal, Compliance, Product Management, and Engineering teams.
• Communicate project statuses, risks, and issues proactively to keep stakeholders aligned and informed.
• Develop and manage risk mitigation strategies in partnership with Product Trios and Domain leads.

About you

• Extensive experience (5+ years) as a Business Analyst, ideally with a focus on payment gateways, sign up funnels & customer & team management related projects.
• Product-focused leader with strong analytical skills, able to break down complex requirements into actionable tasks.
• Exceptional communication skills, effectively bridging technical and non-technical stakeholders.
• Proven leadership in coordinating cross-functional teams and managing multiple projects.
• High attention to detail, ensuring thorough analysis and accurate documentation.
• Collaborative mindset, capable of working effectively across various teams and departments.
• Self-aware, proactive in seeking feedback and driving continuous improvement.
• Upholds honesty, transparency, fairness, and integrity, aligned with Envato's values.
• Knowledge of payment systems, gateways, and global compliance regulations is beneficial.

Some of the great things we offer

• We are a remote business with full flexibility for you to manage work and life as you need - outcomes are what’s important to us.

• We provide MacBook Pros or HP’s for you to do your best work, as well as all your initial and ongoing tech setup to suit your individual needs.

• It’s important you love your home office so we will provide a contribution towards your set up and a monthly allowance to support work from home costs. 

• Want to expand your family? We will support you! We offer 20 weeks paid primary carer leave (with super paid on top for the first 12 months); and 6 weeks paid secondary carers leave. 

• Connection is so important in a remote business. That’s why we provide you with an annual allowance to meet up with colleagues and share some food and a laugh. 

• Continuous improvement is encouraged and we provide an annual budget for you to put towards your learning. 

• We know our product is awesome so we will provide you with a free Envato Elements subscription for your side gigs and/or personal use.

• Your wellbeing is paramount and we provide access to a holistic assistance program that provides support in many areas of life and health.

Our culture

• We are B Corp certified & believe in succeeding sustainably as one global team. 

• We are leaders in flexible working and really walk the talk - our work from anywhere benefit allows you to work and travel for up to 3 months in another country. We have also removed standard hours from contracts to empower our people to work in a way that makes sense to them.

• We support working parents through a range of initiatives, including being a proud partner with Grace Papers.

• As part of our values and vision, Envato contributes 2% of profits to charities in each of the three main countries we operate in.

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Envato is proud to be a 2024 Circle Back Initiative Employer and we commit to respond to every applicant.

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