Customer Success Analyst - Hybrid

UNFI; Springfield (MA); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid Time Off

401K Program

Medical Insurance

Job summary

UNFI in Springfield, MA is seeking a Customer Success Analyst to drive reporting, data mining, and analytics for the Sales team and customers. You’ll partner with business, data, and IT teams to maintain data quality and deliver recurring and ad hoc reports.

You will forecast sales, support account operations, and participate in IT-related projects to enhance reporting tools. Strong Excel and analytic skills, with a retail background preferred, are highly valued in this hybrid role.

Qualifications

• Bachelor's degree in business analytics or related field.
• 3+ years of sales analytics experience preferred.
• Strong Excel and CRM data skills.

Responsibilities

• Mine, analyze, and present sales data to inform decisions.
• Develop ad hoc reports and forecast metrics.
• Collaborate with Sales and Operations to coordinate data needs.

Skills

Excel

Analytics

Salesforce

CRM

Data mining

Education

Bachelor's Degree in Business Analytics

Tools

Access

Salesforce CRM

Job description

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.

• This position is considered hybrid - 3 days minimum in-office.
• Office location within a customer's Corporate office in Springfield, MA. Looking for a candidate within a 20-30 minute commute to the office location.
• Strong Excel and analytics skills preferred. Retail background would be ideal.

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.

Key Details

• This position is considered hybrid - 3 days minimum in-office.
• Office location within a customer's Corporate office in Springfield, MA. Looking for a candidate within a 20-30 minute commute to the office location.
• Strong Excel and analytics skills preferred. Retail background would be ideal.

Job Responsibilities

Core 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

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.

UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. All qualified applicants will receive equal consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or other protected ground. Accommodation is available upon request for candidates taking part in all aspects of the job selection process. - Veteran/Disability. VEVRAA Federal Contractor.

Compensation

UNFI anticipates paying the above-referenced pay rate (or within the above-referenced pay range) for this position. Actual Pay, where applicable, will depend on a number of factors, including, but not limited to, education, experience, training, and any requirements under applicable collective bargaining agreements. UNFI is committed to transparency in pay in compliance with applicable state and local laws.

Benefits

For Washington positions (or positions that may be performed remotely from Washington), https://www.unfi.com/jobs-more-info-wa.html for Washington‑specific paid time off details.

• Paid Time Off
• Sick Time
• paid holidays and parental leave
• 401K Program
• medical, dental, vision, life, and accidental death/dismemberment insurance
• short-term and long-term disability insurance program
• Flexible Spending Account and/or Health Savings Account

UNFI’s compensation, benefits, and paid time off policies are subject to change in the Company’s sole discretion, consistent with applicable law. This job posting should not be construed as an offer of employment with certain terms, nor should it be construed as a guaranteed minimum.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.