Customer Success Analyst

BMA Group S.r.l.; San Juan (PR); On-site; USD 85,000 - 125,000; Full time

Job summary

BMA Group S.r.l. is seeking a Customer Success Analyst to drive measurable value from data analytics and AI-driven supply chain services. This role supports a global follow-the-sun model and blends analytics, domain expertise, and customer-facing problem solving.

Responsibilities include delivering high-touch support, driving renewals, and translating customer needs into actionable insights while maintaining HIPAA and other regulatory compliance, with a focus on continuous improvement.

Qualifications

• Bachelor's degree in Data Analytics, Supply Chain, Industrial Engineering, or related.
• 3-5 years experience in analytics, supply chain, customer success, or support.
• Experience in regulated environments preferred.
• Experience with SaaS or analytics platforms preferred.

Responsibilities

• Act as primary analytics contact for customers across pharma manufacturers, distributors, and providers.
• Analyze supply chain KPIs such as Perfect Order, OTIF, and risk indicators.
• Translate business needs into analytical use cases and insights.
• Support onboarding, adoption, retention, and renewals.
• Execute Customer Success Plans aligned to KPIs.
• Deliver high-touch, white-glove customer support.
• Support NPS and CSAT programs and translate insights into improvements.
• Ensure compliance with HIPAA, FDA 21 CFR Part 11, DSCSA, GDPR, ISO 27001, SOC 2 Type II.
• Apply secure access controls (RBAC/ABAC).
• Ensure data accuracy, reliability, and timeliness.
• Support audits and customer security reviews.
• Provide Tier 1-3 global support.
• Manage incidents via ServiceNow or Jira.
• Conduct root-cause analysis and post-incident reviews.
• Participate in escalation and war-room scenarios.
• Ensure transparent communication during incidents.
• Capture and synthesize customer feedback.
• Identify trends and improvement opportunities.
• Monitor customer health and proactively mitigate risks.
• Contribute to continuous improvement initiatives.

Skills

Data analytics

Supply chain

Customer success

SaaS analytics

Education

Bachelor's degree in Data Analytics, Supply Chain, Industrial Engineering, or related

Job description

Job Description

About the Organization

Global leader in pharmaceutical distribution, supply-chain optimization, and data-driven healthcare transformation.

The Data Services & Solutions organization delivers secure, scalable, and AI-powered analytics platforms that enhance supply-chain visibility, patient outcomes, and global health system efficiency.

These solutions empower pharmaceutical manufacturers, distributors, and healthcare providers with actionable insights to reduce fulfillment failures, mitigate shortages, and optimize supply-demand balance.

Position Summary

The Customer Success Analyst (CSA) plays a critical role in ensuring customers derive measurable, ongoing value from data analytics and AI-driven supply chain services.

This role operates within a global, follow-the-sun support model and combines advanced analytics, domain expertise, and customer-facing problem solving.

The CSA ensures analytics outputs are actionable, accurate, and aligned with customer priorities, while acting as the Voice of the Customer and driving continuous improvement.

Primary Responsibilities

Customer Success & Analytics Delivery

• Act as primary analytics contact for customers across pharma manufacturers, distributors, and providers.
• Analyze supply chain KPIs such as Perfect Order, OTIF, and risk indicators.
• Translate business needs into analytical use cases and insights.
• Support onboarding, adoption, retention, and renewals.
• Execute Customer Success Plans aligned to KPIs.
• Deliver high-touch, white-glove customer support.
• Support NPS and CSAT programs and translate insights into improvements.

Data Security, Compliance & Risk

• Ensure compliance with HIPAA, FDA 21 CFR Part 11, DSCSA, GDPR, ISO 27001, SOC 2 Type II.
• Apply secure access controls (RBAC/ABAC).
• Ensure data accuracy, reliability, and timeliness.
• Support audits and customer security reviews.

Operational Support & Incident Management

• Provide Tier 1-3 global support.
• Manage incidents via ServiceNow or Jira.
• Conduct root-cause analysis and post-incident reviews.
• Participate in escalation and war-room scenarios.
• Ensure transparent communication during incidents.

Voice of the Customer & Continuous Improvement

• Capture and synthesize customer feedback.
• Identify trends and improvement opportunities.
• Monitor customer health and proactively mitigate risks.
• Contribute to continuous improvement initiatives.

Qualifications & Experience

• Bachelor's degree in Data Analytics, Supply Chain, Industrial Engineering, or related.
• 3-5 years experience in analytics, supply chain, customer success, or support.
• Experience in regulated environments preferred.
• Experience with SaaS or analytics platforms preferred.

Preferred Certifications

• CCSM
• APICS CSCP or CPIM
• ITIL v4

Languages

• English (required)
• Spanish (preferred)