Customer Success Analyst

Job Overview:

The Customer Success Analyst is responsible for reporting, data mining, data analysis and project support for the Sales team as well as the customer. Has a direct relationship with the customer’s business, data, and IT team and works with internal business partners involved in managing, determining, and maintaining data, in order to support the customer’s utilization of company data. Provides recurring reports and develops ad hoc reports needed to monitor company and customer businesses. Analyzes data, prepares and presents results in order to identify and/or resolve business problems as well as drive business actions in often-critical areas. Develops processes and technological tools, identifies technological and data-driven solutions, and leads or participates in the development of and execution of IT-related projects such as new report development and system enhancements/fixes to meet company and customer goals. The nature of the work is highly analytical and organized.

Job Responsibilities:

Sales Data Mining & Analysis

• Assesses sales data for the sales team. Examine monthly, quarterly, and annual sales reports to: identify sales patterns, areas for improvement, contract compliance, supplement UNFI fill rate reporting and specific customer requests.

• Assess market data, including competitors, to identify areas where the sales team can increase its efforts.

• Evaluates data using Access, Excel and other tools to identify root causes and possible solutions to company and customer business issues and to support business project and change needs; sources and manipulates data from company and customer.

• Provides guidance on pros and cons of possible solutions, recommends business process changes, and develops metrics.

• Develops analytics on sales data by customers to help determine opportunities of what the customer may carry today compared to top selling items for that brand or category

Sales Forecasting

• Creates sales and revenue forecasts using economic conditions, pipeline analysis, booking estimates, and key sales performance indicators.

• Gathers, analyzes, and provides forecast information on sales, products, and customers for assigned territory.

Account Support

• Assist in preparing sales materials.

• Work with the Operations teams to determine the status of deliveries.

• Work with internal teams to determine the arrival of out of stock products.

• Manage Customer Success issue resolution processes in partnership with the account management team.

Project Support

• Provides direct support to the customer’s data and IT teams to research and resolve issues with transmitted company data, especially cost and product data.

• Submits IT Service Requests to automate ad hoc reports, enhance system functionality, and fix system issues; designs and performs high-quality and accurate user-acceptance testing; approves developed solution for install.

Performs other duties as assigned.

Job Requirements:

Education/ Certifications:

• Bachelor’s Degree in Business Analytics, or a related field preferred.

Experience:

• 3+ years of sales analyst experience preferred.

• Understanding of sales forecasting, programs, promotions and related techniques

• Understanding of margin and company profitability

• Proficiency in Microsoft Office Suite, SalesForce, CRM and other company systems

• Demonstration of ability to analyze data based on customer needs

Knowledge/Skills/ Abilities

• Root cause analysis, solution research and development, modeling of change options and recommendations

• Compilation and presentation of data and analysis results that inform and drive leadership decisions

• Able to manage and coordinate projects

• Strong interpersonal, communication, organizational and analytical skills

Work Environment:

Remote Role:

• This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager.

Travel (minor):

• This position may require the associate to travel to company offices, distribution centers, or other locations for specific meetings or other business reasons.

Physical Environment/Demands:

Office Roles:

• Most work is performed in a temperature-controlled office environment.

• Incumbent may sit for long periods of time at a desk or computer terminal.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.

• Incumbent may use calculators, keyboards, telephones, and other office equipment in the course of a normal workday.

• Stooping, bending, twisting, and reaching may be required in the completion of job duties.