Specialist, Customer Success, Analytics

2 weeks ago


Dublin, Dublin City, Ireland West Pharmaceutical Services Full time

Job Overview

The Specialist Analytics & Digital Solutions plays a key role in automating processes and transitioning to digital platforms, ensuring customers have an optimal experience. Collaboration with the customer engagement team is essential to address customer needs and explore options when necessary. This position closely partners with Customer Success operations to streamline system-dependent processes, oversee departmental quality, and enhance online interactions with West Customer Success. Operating independently with meticulous attention to detail, the Specialist provides comprehensive reporting on SLA's and KPI's, conducts internal audits, and facilitates onboarding and training for new employees. Driving system and process improvements is at the core of this role.

Main Responsibilities:

  • Ensuring efficient customer touchpoints throughout their journey
  • Supporting Customer Experience team in delivering value to customers both analog and digitally
  • Assisting in customer projects and proposing digital solutions
  • Onboarding new employees, training the global team on new processes, managing LMS updates
  • Standardizing processes, reducing manual work, and conducting internal audits
  • Contributing to online platforms adoption and enhancing data usage for decision-making

Minimum Qualifications:

  • Bachelor's degree or vocational training with professional experience
  • 2-3 years' experience in customer interaction roles
  • Knowledge of ERP tools like SAP
  • Experience with ISO 9001

Skills and Abilities:

  • Proficiency in Excel
  • Familiarity with MS Office
  • Strong communication and analytical skills
  • Quick learning ability
  • Ability to work independently and globally
  • Compliance with company policies and safety regulations

Physical Requirements:

  • Sedentary working environment
  • Effective communication and decision-making skills
  • Ability to interpret data and follow procedures


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