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. We look for people who focus on getting results, embrace learning, and bring 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.

About the role

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 relies heavily on the ability to establish, develop, and maintain successful business relationships with internal and external stakeholders to positively contribute to customer strategy and drive best-in-class supply chain performance.

Responsibilities

• Customer Success / Relationship Management (45%)
  • Develop deep understanding of assigned customer supply chain requirements and compliance program(s) with a heavy focus on long-term strategies for fine mitigation and supply chain efficiencies.
  • Monitor and 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.
  • Develop, review, and maintain processes, SOPs, work instructions, and customer documentation, including website documentation, to ensure backup 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.

• 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 outcomes.

  How: KPI performance management, risk and opportunity analysis, continuous improvement.

• 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 and automation enablement, process optimization, data visualization, cross-functional collaboration.

• 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 and compliance, root cause analysis, change management.

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.

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 environments and physical requirements may vary based on the requirements of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Pay

The target base salary range for this role is $70,000-$89,000 per year. This range reflects the anticipated compensation for the role. Where pay falls within the range may vary based on many factors, including, but not limited to, job responsibilities, skills, experience, education, certifications, location, and applicable geographic pay zones, market conditions, internal equity, and business considerations. Compensation decisions are made based on an assessment of the candidate’s qualifications and the totality of relevant factors. In addition to base salary, this role is eligible to participate in an annual short-term incentive program, subject to plan terms and eligibility requirements.

Benefits

Galderma offers a competitive and comprehensive benefits program, including:

• Medical, dental, and vision coverage.
• A 401(k) plan with employer match.
• Paid time off.
• Other benefits, subject to eligibility and applicable plan terms.

This job description describes the general nature and level of work performed and is not intended to be an exhaustive list of all responsibilities. Duties and responsibilities may be modified, added, or removed as necessary to meet business and organizational needs.