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 bodys 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 growthobjectives. 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

• Bachelors 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.