Customer Success Analyst

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: Dallas (3 days a week in office)

The Customer Success Analyst focuses on the customer at every step of the value chain by leading customer operational initiatives for assigned account(s) in alignment to Galderma’s strategic supply chain goals. The primary responsibility of this role is to identify trends and opportunities for continuous improvement, optimizing cost to serve and improving customer metrics. 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:

• Serve as Supply Chain point of contact for customer and internal business partners to proactively support commercial strategy and growth opportunities.
• Liaison with Sales and assigned customer accounts as needed to ensure alignment between organization supply chain goals and customer goals. Serve as the voice of the customer back into Galderma’s operations team.
• Lead continuous improvement on processes & tools, projects and change management in support of organizational growth opportunities.
• Collaborate with customer service, demand & supply, transportation, and warehouse members regarding orders/shipments/inventory expectations and exceeding our customers supply chain requirements.
• Drive service level improvements, research & analyze customer performance data to draw meaningful insights and lead continuous improvement initiatives that drive time & cost savings.
• Develop 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.
• 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.
• Provide customer ad hoc reporting as needed.

Skills and Qualifications:

• Minimum of 5 years of work experience in Supply Chain Operations, Customer Operations, Customer Relationship Management and/or Customer Service
• Strong analytical ability to identify and correlate metrics relevant to customer goals and drive valuable insights.
• Self-starter with strong initiative and problem solving skills
• Broad understanding of Large Retailer Supply Chain Requirements and CPG industry (principles, practices, processes, and customer requirements), highly preferred
• Excellent communication skills (verbal and written) with the ability to work effectively with all levels of staff and Management highly preferred
• Proficiency with MS office software (e.g., Excel, Word) and ex