Customer Success Analyst
Galderma
Summary
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.
Job description
Job Summary
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.
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.
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.
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.
Requirements
- 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
Benefits
- Medical, Dental & Vision
- 401(k) Matching
- Paid Time Off
- Annual Incentive Program
Company overview
Galderma S.A. is a Swiss pharmaceutical company headquartered in Zug, Switzerland, specializing exclusively in dermatology. Founded in 1981 as a joint venture between L'Oréal and Nestlé, the company has evolved into the world's largest independent dermatology company. Galderma focuses on three core business segments: Injectable Aesthetics, Dermatological Skincare, and Therapeutic Dermatology. The company offers a comprehensive portfolio of premium brands including Cetaphil, Restylane, Azzalure, Dysport, and Sculptra, serving patients and consumers in over 100 countries. With approximately 6,500 employees globally, Galderma maintains a strong research and development presence across six sites worldwide. The company went public in 2024 with an IPO on the SIX Swiss Exchange, marking a significant milestone in its growth trajectory. Galderma's mission is to advance dermatology for every skin story, combining scientific innovation with trusted partnerships with healthcare professionals to deliver superior outcomes for diverse skin needs.