Customer Success Analyst

Customer Success Analyst

The Customer Success Analyst leads customer operational initiatives for assigned accounts, supporting supply chain strategy, customer experience, and growth objectives. This 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 in this role will rely heavily on the ability to establish, develop & maintain successful business relationships with internal & external stakeholders to positively contribute to customer strategy and drive best in class supply chain performance.

Key Responsibilities

• Customer Success / Relationship Management (45%)
• Deep understanding of assigned customer supply chain requirements and compliance program(s) with heavy focus on long term strategies for fine mitigation and supply chain efficiencies. Monitor & track total cost savings (cost recovery + cost avoidance). Proactively prepare Galderma for future changes to customer compliance programs and provide supply chain support for expanding distribution opportunities.
• Build and maintain strong customer relationships and understanding of customer requirements. Resolve order blocks, allocation issues, claims, and service disruptions.
• Monitor customer satisfaction and implement corrective actions.
• Documentation: develop, review, and maintain processes, SOPs, work instructions and customer documentation, including but not limited to website documentation, to ensure back-up support can effectively perform job functions in absence.
• Expected Outcomes: Drive compliance excellence, reduce customer fines, improve supply chain efficiency, deliver measurable cost recovery, cost avoidance savings and ensure consistent service execution.
• How: Relationship management, proactive communication, issue resolution, service recovery, cross-functional collaboration
• Supply Chain Analytics (25%)
• Monitor and analyze KPIs (service levels, order accuracy, SLA adherence, deductions, etc.).
• Conduct regular operational reviews and identify risks and improvement opportunities.
• Provide reporting and insights to leadership with actionable recommendations.
• Expected Outcomes: Enable data-driven decisions through proactive performance monitoring, risk identification, and actionable business insights to improve service, compliance, and operational outcome How: KPI Performance management, risk and opportunity analysis, continuous improvement
• Dashboard Development (Power BI) / AI and Process Automation (20%)
• Design, develop, and maintain Power BI dashboards that provide visibility into customer, supply chain, compliance, and operational performance.
• Leverage 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.
• Expected Outcomes: Improve visibility, decision-making, and operational efficiency through automated reporting, AI, and analytics solutions.
• How: Power BI Development, AI & Automation enablement, process optimization, data visualization, cross functional collaboration
• Continuous Improvement & Process Governance (10%)
• 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 sustainable implementation of improvements.
• Expected Outcomes: Drive operational excellence through standardized processes, strong governance, and continuous improvement
• How: Process standardization, continuous improvement, governance & compliance, root cause analysis, change management

Skills & Qualifications

• Bachelor's degree in supply chain, Business, or related field.
• Minimum 5+ years of experience in customer service, supply chain, or O2C operations.
• Strong knowledge of Order-to-Cash processes (order management, billing, deductions, collections).
• Experience with ERP systems (Oracle or similar preferred).
• Advanced proficiency in Microsoft Office Suite (Excel, Power Query, Power Pivot, Word, PowerPoint) and experience with business intelligence and reporting platforms, including Power BI. Ability to develop dashboards, create data models, automate reporting processes, and present actionable business insights.
• Strong analytical, problem-solving, and organizational skills with the ability to identify and correlate metrics relevant to customer goals and drive valuable insights.
• Excellent written and verbal communication skills.
• Experience working with shared service organizations or third-party providers (e.g., GBS, BPO, 3PL or Vendors).
• Knowledge of Lean, Six Sigma, process mapping, and continuous improvement methodologies
• Knowledge of accounting principles related to O2C processes.
• Leverage 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

This role requires strong functional expertise in Order-to-Cash processes to effectively manage operations, resolve issues, and drive performance improvements. Knowledge of ERP systems and cross-functional supply chain interactions is essential to ensure accurate transactions and customer satisfaction.

Physical Requirements and Work Environment

This role requires the ability to perform standard office activities, including extended periods of computer use, participation in virtual and in-person meetings, and collaboration across teams. Depending on business needs, occasional travel may be required. Work environments and physical requirements may vary based on the requirements of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Compensation

Compensation may vary based on many factors, including, but not limited to, job responsibilities, skills, experience, education, certifications, location and applicable geographic pay zones, market conditions, internal equity and business considerations. Compensation decisions are made based on an assessment of the candidate's qualifications and the totality of relevant factors.

In addition to base salary, this role is eligible to participate in an annual short-term incentive program, subject to plan terms and eligibility requirements.

Benefits

Galderma offers a competitive and comprehensive benefits program, including medical, dental, and vision coverage, a 401(k) plan with employer match, paid time off, and other benefits, subject to eligibility and applicable plan terms.

Work Authorization

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the United States.

What We Offer

At Galderma, you'll be part of a purpose-driven organization committed to advancing dermatology and improving patient outcomes worldwide. We offer competitive compensation, annual incentive opportunities, and comprehensive benefits, along with meaningful opportunities for growth, development, and collaboration in an inclusive and innovative environment.

Next Steps

• If your profile is a match, we will invite you for a first virtual conversation with the recruiter.
• The next step is a virtual conversation with the hiring manager
• The final step is a panel conversation with the extended team

Don't meet every single requirement? At Galderma, we are dedicated to building a diverse, inclusive, and innovative workplace. If you're excited about this role, but your experience doesn't align perfectly with the qualifications listed, we encourage you to apply anyway!

If you are considering employment at Galderma, review our job postings at . Please be aware of fraudulent job offers and individuals falsely claiming to represent our Human Resources department. Our company will never request or offer payment, personal financial information, or sensitive data (such as Social Security numbers or bank details) during the early stages of recruitment. All legitimate communications from our HR team will come from official company email domains and follow our established hiring process.