Business Systems Analyst, Client Success Manager
Resume:
LANCE FLEMING
**************@*****.***
linkedin.com/in/lanceafleming
PROFESSIONAL SUMMARY
Business Systems Analyst Cross-Functional Systems Support Product Liaison
Experienced Business Analyst with over a decade of cross-functional operations leadership and 4+ years of Salesforce-centric systems support. Adept at bridging the gap between business needs and technical execution - translating platform issues into actionable insights. Trusted by C-level stakeholders, product teams, and end users alike for steady communication, lifecycle alignment, strategic problem-solving, and GTM-aligned process improvements across operational teams. Thrives in SaaS and operational environments with strong exposure to Salesforce workflows and cross-functional systems alignment.
EXPERIENCE
Global ISO Auditing - Business Systems Analyst / Salesforce Support
Remote 02/2021 - Present
- Partner with logistics client teams using a proprietary delivery platform integrated with Salesforce
- Capture and translate user needs; document requirements for Admins and DevOps teams
- Troubleshoot validation rules, automation logic, and user-level platform issues across business units
- Support permission model design, role clarity, and data visibility strategies
- Work cross-functionally to align SLA rules, surface delivery insights through dashboards, and support team adoption of platform improvements
- Contributed to GTM alignment through platform testing, role mapping, and reporting across delivery stakeholders and Salesforce teams
Antech Diagnostics (via SprintTek) - Business Systems Analyst / Systems Liaison
Remote / TX 12/2019 - 02/2021
- Partnered with executive leadership during enterprise platform transition to gather operational requirements, identify system gaps, and co-create a customized delivery coordination system
- Co-developed GTM-aligned platform architecture to support Antech’s new logistics model, translating business objectives into system execution
- Built user stories and technical documentation based on interviews with business stakeholders, informed by legacy system constraints and new business needs
- Directed phased rollouts, conducted field testing (including mobile app diagnostics), and led training sessions for leadership, operations managers, and field users
- Functioned as primary systems liaison to DevOps, aligning business intent with technical feasibility across all stages of development
- Supported launch coordination across 30+ drivers and 8–10 field managers, guiding user training and feedback cycles
SprintShip / SprintTek - Accounts Director and Business Systems Analyst
TX, GA, CO, NY 03/2016 - 12/2020
- Supported business development and onboarding for HelloFresh, Blue Apron, and Marley Spoon accounts
- Helped secure multi-region deals by demonstrating platform value, coordinating technical solutions, and serving as the trusted liaison between client leadership and SprintShip ownership
- Managed full account lifecycle across 20,000 - 30,000 active weekly orders including contact logic, exception handling, and SLA support
- Supported operations across 120+ drivers and 18+ internal managers, plus 8+ client-side leads across TX, GA, CO, and NY
- Directed core operational lifecycle across multiple markets - guiding intake, loading, delivery, and support workflows for SLA-driven logistics performance
- Led team scaling, SOP rollout, and system adoption during market launches across TX, GA, CO, and NY
- Maintained cross-functional alignment between client needs, DevOps improvements, and operational workflows
- Supported GTM execution by aligning system workflows with partner expectations and lifecycle delivery goals across multi-region accounts
- Integrated RTLS with RFID, route logic, and dashboards for real-time tracking and exception mitigation
TOOLS & PLATFORMS
Salesforce CRM · Proprietary SaaS/CRM Platforms · Jira · Slack · Trello · Excel · Google Workspace · Lifecycle Logic · SLA Mapping · Documentation & SOP Design
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