Customer Success Analyst

About this role

Whether it's the unique breadth of our integrated offering that covers Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology products; or our commitment to recognizing and rewarding people for the contribution they make - working here isn't like anywhere else.

At Galderma, we actively give our teams reasons to believe in our 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 princ

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