Customer Success Analyst
- Category: Customer Relations
- Country: United States
- Location: San Diego - Hybrid
Overview
We're looking for someone who thrives on working with data and is passionate about leading the effort to make WD-40 Company a top supplier of choice, for our strategic customers, by understanding and implementing their objectives for exceptional service. In this role, you'll align current customer needs & future logistical requirements within WD-40 Company to deliver excellent service to both external and internal customers.
Do you love problem-solving? You'll have the ability to develop & implement innovative solutions that will revolutionize the customer relations process and influence the future state of an agile operational network within our new ERP system.
What You’ll Be Doing
- Lead WD-40 Operations to be frontrunners in meeting the objectives of exceeding our customers' expectations and strengthening our relationships. Supports and recognizes our strategic customers' current, upcoming, and "aspirational" operational objectives by soliciting information directly from the customer and working with the WD-40 Company Sales team. Create and maintain documented references on any customer that has specific operational requirements. Successful management of our programs and relationships with our customers will increase efficiencies within the organization that result in a direct contribution to company EBITDA.
- Develop, align and implement strategies to increase our service levels that meet our customer's increasingly complex delivery needs. This will require leading the effort with many functional areas within the organization. You will make recommendations for action as needed, reducing costs and increasing our service, leading to increased sales.
- Leads business process mapping sessions with subject matter experts (SMEs).
- Provides key support to the development & implementation of processes and systems related to the CRM implementation and post-implementation.
- Provides key support to the development & implementation of processes and systems related to the ERP implementation of the "Order To Cash" process.
- Documents detailed current state processes; identifies and documents key business requirements and risks. Supports the development of a minimum viable product to satisfy business requirements & mitigate identified risks.
- Develops future processes. Documents detailed future state processes identify gaps between the current and future state and collaborates with business users to re-engineer processes to meet business needs and fit within the selected systems standard architecture.
- Leads process redesign sessions for existing Customer Relations processes focused on improving the organization's efficiency. Partners with Customer Relations Team to map and document processes
- Improves performance then implements routing requirements and contracts/agreements within WD-40 Company teams. First point of contact with Sales that reviews contracts/agreements in preparation for submission and review to our legal team and signed approval by our senior leadership. Contracts provide direction to WD-40 and facilitate customer and group success; lead teams in meeting logistical requirements in harmony with the company's stated values and priorities.
- Conducts scenario analysis for special projects to quantify cost and qualitative comparisons to aid in decision-making for customer-specific and process requests.
- Manages the relationships with external customers and sales team to meet and exceed customer service expectations. Continually evaluates our service performance with a robust scorecard process, recommends corrective actions, and implements changes cross-functionally with sales, customer relations, logistics, supply & demand planning. Effectively communicates our service levels and scorecards within the organization; scorecards are a control that is evaluated to determine how well our organization is meeting its critical success factors. Customer scorecards & service level growth work together to provide a current representation of how we are meeting customer objectives. The data is based on mutually defined metrics. Evaluate our performance from the customer's perspective and carry out their goals.
- Aggressively pursues and analyzes data related to the performance of customer orders throughout the network as it pertains to deductions and customer compliance. Make recommendations for action as needed, which will lower our exposure and increase customer service, leading to increased sales. Actively leads and engages in issue resolution with our customers. Enable easy access to scorecard and non-compliance information by distributing and presenting results.
What You’ll Bring To The Role
- Bachelor's degree or 3-7 years' equivalent experience with process analysis and/or systems development.
- Prefer Certified by professional associations and ongoing education in Supply Chain management research and education.
- Analytical experience with strong problem solving and quality orientation
- Process improvement, discrepancy resolution, strong communication skills, and resolution of complex issues.
- Experience working with CRM systems (e.g., Salesforce, etc.)
- Experience working with Tier 2 ERP systems (e.g., Net Suite, Infor, Microsoft Dynamics, etc.)
- Proficiency in Excel, Powerpoint, Word, Visio, and other office tools
About Us
At WD-40 Company, we believe that purpose-driven, passionate people guided by our values create amazing outcomes. Our "why" is refreshingly simple - we exist to create positive lasting memories in everything we do.
Why You Should Apply
- Learning-based culture that supports the growth and development of all tribe members
- Strong values aligned culture whose #1 strategic driver is to build a business for the future that we will be proud to hand down to the next generation
- Over 93.3% employee engagement as of January 2022 global employee survey
- A culture where 91% of the tribe report experience a sense of belonging
- Voted Most Democratic Workplace and certified WorldBlu Freedom Centered Workplace
Please, only consider employment with WD-40 Company if you feel as strongly about our values as we do: We live, breathe, and play by our values every day.
Thank you for considering WD-40 Company in your career search! #WD40TribalLife #PositiveLastingMemories