Customer Success Analyst II - ERP
About The Position
The Customer Success Analyst II - ERP supports the transformation and continuous improvement of customer-facing processes enabled by SAP. As part of the Customer Experience & Support Services organization, this role contributes to the design, documentation, testing, and measurement of Order-to-Cash (O2C) processes-ensuring that systems and operations align with business goals and deliver excellent customer experience. Reporting to the Senior Manager, Customer Success - ERP, this analyst will collaborate with cross-functional teams across customer support, order management, billing, pricing, and data governance. The analyst will help translate business needs into process requirements, support SAP project activities, and provide insights through data analysis and reporting.
Requirements
- Bachelor's degree in: Business Administration, Operations Management, Information Systems, or related field.
- 3-5 years of experience in a customer operation, business process, data analyst, or ERP support role.
- Strong analytical skills and attention to detail.
- Excellent written and verbal communication skills.
- Ability to learn new systems and processes quickly.
- Proficiency in Excel, PowerPoint, and business documentation tools such (e.g., Visio, Jira).
- Proactive, collaborative, and eager to grow in a dynamic, transformation-focused environment.
- Good judgment is required for this position as there may be times when direct supervision may not be immediately available.
Nice To Haves
- Exposure to or interest in large-scale ERP systems (SAP experience a plus).
- Familiarity with order-to-cash processes, customer service, or order management operations is preferred.
- Familiarity with reporting and data visualization tools (e.g., Power BI, Tableau) is a plus.
Responsibilities
- Assist in documenting business requirements, process flows, and user stories for SAP Order-to-Cash workstreams (e.g., order entry, pricing, billing, claims, and returns).
- Participate in user acceptance testing (UAT), helping to develop test scripts and validate business scenarios.
- Support change management activities including training documentation, user guides, and stakeholder communications.
- Track progress on key project deliverables and follow up on action items with cross-functional stakeholders.
- Support the Senior Manager in developing and maintaining standard operating procedures (SOPs), workflows, and business process documentation.
- Identify gaps or inefficiencies in current processes and assist in proposing enhancements.
- Help gather feedback from end-users and operational teams to improve process adoption and usability in SAP.
- Assist with the analysis of customer operations data, such as order cycle time, claims volume, billing accuracy, and other key performance indicators.
- Support efforts related to customer master data governance and help ensure consistency and accuracy in customer data fields.
- Contribute to development of dashboards and reporting tools by gathering requirements and supporting validation.
- Coordinate with Customer Support, Order Management, Pricing, Billing, and IT teams to gather insights and support implementation activities.
- Act as a liaison between business users and technical teams, ensuring clarity of requirements and business needs.
- Attend cross-functional team meetings and provide project and process updates.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Merchant Wholesalers, Nondurable Goods
Number of Employees
5,001-10,000 employees
