Customer Success Analyst

Galderma • Miami, FL

1d • Hybrid

About The Position

The Customer Success Analyst leads customer operational initiatives for assigned accounts, supporting supply chain strategy, customer experience, and growth objectives. The role serves as the primary supply chain partner for customers and internal stakeholders, driving continuous improvement, operational excellence, compliance management, analytics, and process automation. Success depends on establishing and maintaining effective business relationships with internal and external stakeholders to contribute to customer strategy and strong supply chain performance.

The position manages customer supply chain requirements and compliance programs, tracks cost savings, resolves service issues, and maintains customer and process documentation. It monitors operational KPIs, conducts reviews, and provides insights and recommendations to leadership. The analyst also develops and maintains Power BI dashboards, applies AI and automation tools, supports data quality and governance, and leads process improvement initiatives.

The role is based in Miami, Florida, with a hybrid work arrangement. Standard office activities include extended computer use and virtual and in-person meetings. Occasional travel may be required depending on business needs.

Requirements

• Bachelor’s degree in supply chain, business, or a related field.
• At least 5 years of experience in customer service, supply chain, or Order-to-Cash operations.
• Strong knowledge of Order-to-Cash processes, including order management, billing, deductions, and collections.
• Experience with ERP systems; Oracle or similar is preferred.
• Advanced proficiency in Microsoft Office Suite, including Excel, Power Query, Power Pivot, Word, and PowerPoint.
• Experience with business intelligence and reporting platforms, including Power BI, and the ability to develop dashboards, create data models, automate reporting, and present actionable insights.
• Strong analytical, problem-solving, and organizational skills, including the ability to identify metrics relevant to customer goals and derive insights.
• Excellent written and verbal communication skills.
• Experience working with shared service organizations or third-party providers, such as GBS, BPO, 3PL, or vendors.
• Knowledge of Lean, Six Sigma, process mapping, and continuous improvement methodologies.
• Knowledge of accounting principles related to Order-to-Cash processes.
• Ability to use AI-enabled tools and advanced analytics to identify risks, automate reporting, improve decision-making, and enhance customer supply chain performance.
• Ability to translate complex datasets into executive-level insights and recommendations.
• Understanding of AI-driven analytics, forecasting, workflow automation, and continuous improvement methodologies.
• Familiarity with SQL, data querying, or database concepts.
• Must be eligible to work in the United States; the role does not offer work authorization sponsorship.

Nice To Haves

• Experience with Oracle or a similar ERP system.

Responsibilities

• Understand assigned customers’ supply chain requirements and compliance programs, focusing on long-term strategies to reduce fines and improve supply chain efficiency.
• Monitor and track total cost savings, including cost recovery and cost avoidance.
• Prepare Galderma for customer compliance program changes and support supply chain needs for distribution expansion.
• Build and maintain customer relationships and resolve order blocks, allocation issues, claims, and service disruptions.
• Monitor customer satisfaction and implement corrective actions.
• Develop, review, and maintain processes, SOPs, work instructions, and customer documentation to support consistent execution and backup coverage.
• Monitor and analyze KPIs, including service levels, order accuracy, SLA adherence, and deductions.
• Conduct regular operational reviews, identify risks and improvement opportunities, and provide leadership with actionable reporting and insights.
• Design, develop, and maintain Power BI dashboards covering customer, supply chain, compliance, and operational performance.
• Use AI, automation, and digital tools to streamline reporting, identify trends, and improve decision-making.
• Translate business requirements into scalable dashboards, KPIs, and automated reporting solutions.
• Partner with cross-functional teams to improve data quality, governance, and process efficiency.
• Identify and implement automation opportunities that reduce manual effort and enhance productivity.
• Drive continuous improvement initiatives to enhance customer experience, supply chain performance, and operational efficiency.
• Establish and maintain standardized processes, documentation, and governance practices across Customer Success operations.
• Identify process gaps, root causes, and opportunities for simplification, automation, and scalability.
• Lead cross-functional projects to improve compliance, service execution, and business performance.
• Monitor process adherence and ensure improvements are implemented sustainably.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• 401(k) plan with employer match
• Paid time off
• Annual short-term incentive program, subject to plan terms and eligibility requirements
• Opportunities for growth and development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level