About Responsive

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Learn more at responsive.io.

About the Role

We are seeking a highly skilled Techno-Business Analyst - Lead to join our Professional Services team. This role sits at the intersection of product expertise, customer engagement, and technical problem-solving. You will work directly with customers and internal teams to ensure smooth, efficient, and successful implementations. By owning technical scope, resolving blockers, and driving integrations end-to-end, you will accelerate delivery timelines and elevate the customer experience. As a team lead, you also will mentor and support team members while partnering closely with Professional Services leadership to improve processes, enhance visibility, and deliver consistently high-quality technical outcomes for our customers. 

This is an ideal role for someone who enjoys translating business needs into technical requirements and technical solutions, troubleshooting complex issues, and guiding customers through technical challenges.

Essential Functions

Customer Engagement

• Own and manage the technical scope for assigned  engagements, ensuring requirements are clearly defined, validated, and successfully delivered
• Translate customer technical needs into clear, actionable requirements and implementation deliverables
• Serve as the primary technical authority for integrations during implementation and post–go-live, including assisted setups and advanced troubleshooting
• Lead integration discovery to understand customer environments, including CRM systems, SSO/IdP, and content repositories, storage, and collaboration tools
• Advise customers on technical prerequisites, best practices, and known limitations, setting realistic expectations to minimize implementation risk and delays
• For Enterprise customers, lead and participate in discovery sessions to understand business objectives, data models, workflows, and integration requirements
• Drive delivery clarity through structured documentation, proactive status communication, and risk identification and mitigation

Execution & Technical Ownership

• Configure product capabilities, map data, build integrations, and validate end-to-end solution behavior
• Manage the full lifecycle of customer integrations (API, SSO, CRM, data pipelines, etc.) and ensure integrations in scope are configured in the first 90 days
• Partner with Product and Engineering as needed to support advanced or custom use cases
• Ensure integrations are stable, secure, and scalable and align with both customer and internal platform standards
• Document scope, status, risks, and blocker for each engagement in PSA tool (Rocketlane)

Issue Resolution & Technical Troubleshooting

• Proactively identify technical risks and recommend solutions or alternative approaches early in the engagement
• Partner closely with Engineering and Product teams to escalate defects, propose enhancements, and advocate for customer needs
• Own technical issues end to end, coordinating across Engineering, Support, Customer Success, and other cross-functional teams to drive resolution
• Investigate root causes, document remediation steps, and communicate status proactively to customers and internal stakeholders
• Serve as the escalation point for complex technical issues, guiding team members toward faster and more effective resolution
• Maintain ownership of technical escalation tracking across the services portfolio, ensuring visibility and timely resolution

AI-Enabled Acceleration & Efficiency Responsibilities

• Drive continuous improvement through the creation of AI-enabled processes, best-practice documentation, playbooks, and reusable assets that accelerate delivery of technical solutions
• Identify and re-architect technical workflows using automation and intelligent systems to dramatically reduce time-to-value
• Design, introduce, and operationalize AI-driven tools, automations, and repeatable frameworks that proactively eliminate common technical obstacles and improve delivery predictability
• Act as a force multiplier for the Professional Services organization by removing friction, increasing technical clarity, and enabling scalable, high-impact customer engagements

Additional Responsibilities

• Provide technical leadership, guidance, and mentorship to team members as they resolve complex technical blockers, reinforcing best practices and upleveling team aptitude
• Support workload prioritization and technical decision-making, leading by example to foster a collaborative, accountable, and high-performance team culture
• Identify recurring integration patterns and systemic issues, partnering with Engineering and Product to drive platform improvements and reduce future customer friction
• Strengthen and standardize all technical touchpoints for service engagements to ensure a consistent, scalable, and seamless experience for customers

Success Criteria

• Measurable reduction in implementation timelines through proactive risk management and improved technical clarity
• Clear, reliable end-to-end ownership of customer technical issues, ensuring timely resolution and minimal disruption to customer progress
• Consistently successful, stable, and scalable integrations across customer accounts, driving higher activation rates and near-term adoption
• Strong cross-functional alignment that improves delivery efficiency, reduces friction between teams, and elevates overall customer satisfaction
• Recognized by customers as a strategic technical advisor and by internal teams as a trusted leader who elevates technical delivery standards

Experience & Qualifications

• 5+ years in a techno-functional and customer-facing role in a SaaS organization (ex: Business Analyst, Customer Support, Technical Project Manager, Solution Engineering, etc.)
• Team lead and/or program management responsibilities
• Proven experience owning technical delivery quality, adoption, and customer satisfaction across multiple concurrent projects
• Demonstrated success delivering technical solutions for multi-region and global customers
• Strong project management skills, including timeline, scope, risk, and stakeholder management
• Experience driving faster time-to-value through optimization, automation, and AI workflows
• Exceptional written and verbal communication skills, with experience influencing stakeholders at all levels
• Strong organizational and time management skills, with a passion for operational excellence and continuous improvement
• Experience operating in fast-paced, high-growth technology environments
• Experience with Strategic Response Management solutions (Responsive strongly preferred)
• Education: Bachelor’s degree in a related field

Core Competencies

• Global Communication Excellence: clear, confident communicator across cultures, regions, and seniority levels
• Delivery & Program Ownership: strong command of scope, timelines, risk management, and multi-client delivery
• Customer Leadership: ability to build trust, set expectations, and navigate complex enterprise environments
• Strategic Problem Solving: translates complex technical requirements into practical, scalable solutions
• Ownership & Accountability: operates with a strong sense of responsibility for technical outcomes and customer value
• Adaptability: thrives under pressure and adapts quickly to evolving delivery processes
• Leadership & Mentorship: leads by example, enabling others to grow and succeed