Customer Success Analyst

Job description

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story. We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee. At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact. Title: Customer Success Analyst Location: Fort Worth, Texas 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 1. 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 2. 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 3. 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 4. 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 environ