Customer Success Analyst

Healthcare Businesswomen’s Association; Illinois; On-site; USD 79,000 - 116,000; Full time

Job summary

A leading organization dedicated to advancing women's leadership in the healthcare industry seeks an Account Manager. This role will strengthen relationships with e-commerce stakeholders, optimize performance, and drive customer satisfaction. Ideal candidates have a Bachelor's degree, 3-5 years of experience in account management, and strong analytical skills. The organization offers a competitive salary and benefits package.

Benefits

Health insurance

401(k) contributions

Paid time off

Qualifications

• 3-5 years of experience in technical account management or customer success.
• Strong understanding of e-commerce platforms.
• Experience in SaaS organizations preferred.

Responsibilities

• Serve as primary point of contact for e-commerce accounts.
• Conduct quarterly planning sessions with clients.
• Collaborate closely with sales team for client objectives.

Skills

Client Relationship Management

Communication

Analytical Thinking

Problem Solving

Education

Bachelor's degree in Business Administration

Bachelor's degree in Marketing

Tools

CRM software

Web analytics tools

Job description

Job Summary

This independently motivated self-starter will cultivate and strengthen relationships with our B2B2C ecommerce Stakeholders, Partners and Customers. They will be pivotal to driving customer satisfaction, optimizing business performance, and ensuring long-term partnerships. This individual will serve as the primary point of contact for assigned accounts, proactively identify opportunities for growth, and address customer needs with efficiency and expertise. Leveraging data-driven insights and fostering strong communication, this team member will play a key role in maximizing customer retention and revenue growth.

Job Description

MAJOR RESPONSIBILITIES

Relationship Management

• Serve as the primary point of contact for assigned e-commerce accounts, building and maintaining strong client relationships.
• Act as a trusted advisor, understanding client business objectives and aligning our services to their goals
• Proactively identify and address client needs, ensuring timely and effective issue resolution.

Performance Optimization

• Conduct quarterly planning sessions with clients to review performance, identify opportunities, and establish strategic goals.
• Analyze customer satisfaction scores, consumer analytics, and web analytics to provide actionable recommendations for improvement.
• Monitor and track key performance indicators (KPIs) to measure success and identify areas for optimization.
• Track and manage deliverables inside Medline to continually enhance and improve the consumer experience.

Sales Collaboration and Growth

• Collaborate closely with the sales team to ensure smooth transitions and alignment on client objectives.
• Identify and pursue opportunities for upselling and cross-selling, maximizing customer lifetime value.
• Contribute to the development of account growth strategies.

Customer Advocacy

• Advocate for client needs within the organization, ensuring that their concerns are addressed promptly and effectively.
• Ensure clients are held accountable to promises made during the quarterly planning process.
• Act as a liaison between clients and internal teams (technical support, product, etc.).

Reporting and Analysis

• Prepare and deliver regular performance reports to clients, highlighting key achievements and areas for improvement.
• Document client interactions and maintain accurate records.

MINIMUM JOB REQUIREMENTS

Education

Bachelor's degree in Business Administration, Marketing, or a related field.

Certification / Licensure

Work Experience

At least 3-5 years of experience in technical account management, customer success or similar role.

Knowledge / Skills / Abilities

Proven track record of building and maintaining strong client relationships.

Strong understanding of e-commerce platforms and technologies.

Excellent communication, presentation, and interpersonal skills.

Strong analytical and problem-solving skills.

Comfort and experience with reviewing contracts and collaborating with legal teams.

Proficiency with CRM software.

PREFERRED JOB REQUIREMENTS

Education

Certification / Licensure

Work Experience

Knowledge / Skills / Abilities

Experience in account management or other customer-facing role within a SaaS organization.

Experience in the medical or similarly regulated industry, and/or B2B distribution.

Familiarity with web analytics tools (e.g., Google Analytics).

Experience with project management.

Experience with sales processes.

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position:

$79,560.00 - $115,440.00 Annual

The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp.

We’re dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging pagehere.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.