Analyst, Customer Success

ONE•Boise, ID

2d•Hybrid

About The Position

This role is responsible for the effective management and execution of Customer Onboarding for both new and renewing customers in North America, as well as select Global customers, in accordance with contractual agreement. The analyst will collaborate with internal and external stakeholders to assess, interpret and communicate customer requirements while ensuring 100% adherence to regulatory and filed contract standards to mitigate organizational risk during the onboarding phase. Successful onboarding will drive alignment, enhance customer satisfaction and support long-term customer retention. This role directly contributes to long-term customer retention by delivering a seamless onboarding experience that ensures new and renewing customers can maximize the value of their engagement with ONE. The Analyst will collaborate cross-functionally to drive process improvements, enhance digital integration, and support ONE’s strategic goal of best-in-class customer experience This position will foster strong relationships across internal departments, other regions and external customers, facilitating effective collaboration, communication and information sharing

Requirements

Advanced problem-solving abilities
Strong attention to detail
Team-oriented mindset
Effective collaboration skills
Excellent verbal and written communication skills
Strong multitasking ability
Excellent organizational skills
Recognizes future needs and addresses them proactively
Uses logical methods and analytical skills to provide recommendations and achieve optimal results
Excellent presentation skills
Experience in customer success, account management, logistics, or a related field.
Working knowledge of lifecycle project management
Familiarity with ONE service contracts and standard contractual terms and conditions
Proficiency in CRM platforms (Salesforce/ONEForce preferred) and data visualization tools to track onboarding health and performance metrics
3+ years of experience in customer success, account management, logistics, or a related field
Bachelor’s Degree preferred

Responsibilities

Customer Onboarding & Success ● Own the Customer Onboarding Process from start to finish for all new and existing customers
Accountable for ensuring customer success with ONE by communicating and providing essential requirements, including eCommerce, payment methods and key internal contacts across the organization
Accountable for analyzing and reporting key onboarding KPIs to senior leadership.
Manage a high-volume portfolio of onboarding projects, ensuring 100% contractual alignment during peak renewal seasons Customer Relationship Management & Support
Act as a representative of ONE in customer meetings, business reviews and daily transactions
Foster strong relationships within the organization and with customers to enhance their experience and cultivate long-term partnerships
Ensure alignment between ONE and the customer by reviewing key terms and exceptions in the service contract and addressing them with the customer Collaboration & Internal Coordination
Work closely with internal stakeholders at regional and global levels to ensure customer requirements and expectations are clearly understood, agreed upon and effectively communicated
Partner with Sales as a subject matter expert (SME) to bridge the gap between service contracts and operational execution
Collaborate with Cargo Management teams (Key Accounts and Global Services) to share account knowledge and effectively communicate contracts, business lanes and special handling requirements
Provide assistance to the Digital Service team, as required Problem-Solving & Process Expertise
Identify and resolve complex issues related to new or existing customer requirements and internal alignment within ONE
Manage situations that may require adjusting responses or conducting in-depth research based on customer needs
Leverage in-depth knowledge of ONE’s products, services, and processes to proactively anticipate customer needs and optimize the onboarding experience.
Requires familiarity with ONE service contracts and standard terms and conditions Process Improvement & Operational Support
Collaborates with BPIT or other departments to discuss ongoing and future development of ONEForce projects
Leads/Participates in User Acceptance Testing (UAT) and provides feedback to BPIT to optimize the ONEForce ecosystem
Develop, maintain, and enhance Standard Operating Procedures (SOPs) and How-To guides to support continuous improvement in the onboarding process. Customer Experience & Continuous Improvement
Gather customer feedback throughout the onboarding process to identify pain points and areas for improvement.
Analyze trends and share insights with internal teams to refine onboarding processes and enhance customer engagement strategies.
Support the development of new training materials, knowledge bases, and best practices for improved onboarding experiences.