Specialist, Customer Success Analytics

4 weeks ago

Exton, United States West Pharmaceutical Services Full time

At West, we're a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West's indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?

There's no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.

We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.

Job Summary:

The Specialist Analytics & Digital Solutions is a role focussed on automation and digitization, who works to ensure our customers receive best experience through digital integrations. Within this function the individual will collaborate with the customer engagement team to verify and answer customer needs and evaluate customer alternatives were appropriate. This function works closely work with Customer Success operations to support highly effective turnaround of system reliant processes, monitoring the overall quality of the entire department and its procedures. The Specialist Analytics & Digital Solutions is driving to enhance the online interactions our customers have with West Customer Success and therefore is focussed on providing a fast, responsive and effective work environment for the Customer Success team. This role manages to operate independently with great attention to detail, providing detailed reporting and insight on SLA's and KPI's. Internally the Specialist Analytics & Digital Solutions runs internal audits and within this team handles all onboarding and training of new employees in the wider global group. Driving and streamlining systems and process automation as well process development in line with continuous improvement are the corner stones of this function.

Essential Duties and Responsibilities:

  • Ensuring touchpoints with the customer are handled in an efficient manner throughout their journey
  • Supporting the Customer Experience team to connect with value to our customers, analog and digitally
  • Assisting in Customer projects, verifying need and offering digital solutions
  • Onboarding of new employees, training the wider global team on new processes and tools, managing LMS updates and adherence
  • Standardization of processes and streamlining of the same, reducing manual intervention
  • Conducting internal audits, updating procedures, creating consequent training plan
  • Participating and answering audits for the Customer Success department, processing findings as advised
  • Contributing to the adoption of the Online Webstore, OCR, and EDI
  • Expanding the use of West Digital for all three groups within the department
  • Increasing data adoption to enable to improve decision making process, tracking operational metrics
Education and Experience:
  • Bachelor's degree or completed vocational training (apprenticeship) and respective professional experience
  • Prefer 2-3 years' experience in customer interaction roles
  • Knowledge or experience with ERP tools like SAP with Sales and Distribution
  • Experience with ISO 9001
Knowledge, Skills and Abilities:
  • Excel skills on Expert Level
  • Working knowledge of MS Office or the willingness to learn it quickly
  • Strong communication and analytical skills
  • Strong learning capacity
  • Technically savvy and adept
  • Ability to work independently in global environment
  • Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
  • Able to comply with the company's safety policy at all times
Physical and Travel Requirements
  • Sedentary environment
  • Communication, quick decision making, interpreting data, reading or writing, must be able to express or exchange ideas with team members
  • Must be able to understand direction and adhere to established procedures


#LI-CT1

West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening and/or drug screening.

  • Specialist, Customer Success Analytics

    3 weeks ago

    Exton, United States West Pharmaceutical Services Full time

    Requisition ID: 65617- Date: May 13, 2024- Location: Exton, Pennsylvania, US- Department: Customer Service- Description: At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in...

  • Specialist, Customer Success Analytics

    4 weeks ago

    Exton, United States West Pharmaceutical Services Full time

    At West, we're a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and...

  • Specialist, Customer Success Operations

    3 weeks ago

    Exton, United States West Pharmaceutical Services Full time

    Requisition ID: 66140- Date: Jun 10, 2024- Location: Exton, Pennsylvania, US- Department: Customer Service- Description: At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in...

  • Specialist, Customer Success Operations

    3 weeks ago

    Exton, United States West Pharmaceutical Services Full time

    Requisition ID: 66139- Date: Jun 13, 2024- Location: Exton, Pennsylvania, US- Department: Customer Service- Description: At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in...

  • Team Lead, Customer Success, Analytics

    3 weeks ago

    Exton, United States West Pharmaceutical Services Full time

    Requisition ID: 65962- Date: May 17, 2024- Location: Exton, Pennsylvania, US- Department: Customer Service- Description: At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in...

  • Digital Analytics

    2 weeks ago

    Exton, Pennsylvania, United States Citadel Credit Union Full time

    Job Overview Looking to take charge of technical digital analytics that can translate into business opportunities at a forward-thinking organization? Citadel Credit Union needs a data specialist to join their Digital Experience team and be responsible for top-notch data implementations and maintenance. This position, Digital Analytics & Tag Architect, will...

  • Digital Analytics

    4 weeks ago

    Exton, United States Citadel Credit Union Full time

    Job Overview Want to lead technical digital analytics that translate into business objective opportunities at a forward-thinking company? Citadel Credit Union is looking for a data maverick to join the Digital Experience team, to create best-in-class data implementations, maintenance, and connections. The Digital Analytics & Tag Architect position will...

  • Sr. Strategic Customer Success Partner II

    4 weeks ago

    Exton, Pennsylvania, United States Uber Freight Full time

    About the RoleThe Sr. Strategic Customer Success Partner II is responsible for achieving client retention and satisfaction for a group of clients . This includes visiting the clients on a regular basis (as needed), providing support, reporting and KPIs associated with the client, and partnering with operations personnel to meet strategic initiatives and...

  • Senior Director, CGT CMC and Analytics

    5 days ago

    Exton, United States Pharmaron Full time

    Job DescriptionJob DescriptionPharmaron is a full-service contract research organization (CRO) developing innovative services and solutions for the pharmaceutical, biotech, medical device, and regenerative medicine industry. Our services include research and testing for small molecules, large molecules, biologics, medical device, and cell and gene therapy...

  • Senior Director, CGT CMC and Analytics

    4 weeks ago

    Exton, United States Pharmaron Full time

    Job DescriptionJob DescriptionPharmaron is a full-service contract research organization (CRO) developing innovative services and solutions for the pharmaceutical, biotech, medical device, and regenerative medicine industry. Our services include research and testing for small molecules, large molecules, biologics, medical device, and cell and gene therapy...

  • Lab IT Support Specialist

    2 days ago

    Exton, United States IntePros Full time

    IntePros is currently looking for a Lab Solutions Support Specialist to join one of our growing Medical Device Clients in Exton, PA. The Lab Solutions Support Specialist is part of an IT Team responsible for administrating, supporting and implementing server based laboratory applications (LIMS, LMS, SDMS, ELN and Empower) and lab instrument software within...

  • Sr. Strategic Customer Success Partner II

    4 weeks ago

    Exton, United States Uber Freight Full time

    About the RoleThe Sr. Strategic Customer Success Partner II is responsible for achieving client retention and satisfaction for a group of clients . This includes visiting the clients on a regular basis (as needed), providing support, reporting and KPIs associated with the client, and partnering with operations personnel to meet strategic initiatives and...

  • Ecommerce Optimization Specialist

    1 week ago

    Exton, United States AMERCAREROYAL, LLC Full time

    The E-commerce Specialist is responsible for the daily management and improvement of online sales on the Shopify Plus webstores. This role will support the Ecommerce Manager with the maintenance and optimization of the data/product experience for webstores, all while embodying a goal of ensuring a seamless customer experience and optimizing the product...

  • Collections Specialist

    2 days ago

    Exton, United States Allied Resources Group (ARG) Full time

    Job Summary Allied Resources Group seeks an Accounts Receivable (AR) Collection and Credit Specialist to join our team at our corporate headquarters in Exton, PA. This position will lead in day-to-day B2B collection activities to improve the overall account delinquencies for our group of companies and work with the executive team to establish a credit...

  • AR Specialist

    2 weeks ago

    Exton, United States Allied Resources Group (ARG) Full time

    Job SummaryAllied Resources Group seeks an Accounts Receivable (AR) Collection and Credit Specialist to join our team at our corporate headquarters in Exton, PA. This position will lead in day-to-day B2B collection activities to improve the overall account delinquencies for our group of companies and work with the executive team to establish a credit...

  • AR Specialist

    4 weeks ago

    Exton, United States Allied Resources Group (ARG) Full time

    Job SummaryAllied Resources Group seeks an Accounts Receivable (AR) Collection and Credit Specialist to join our team at our corporate headquarters in Exton, PA. This position will lead in day-to-day B2B collection activities to improve the overall account delinquencies for our group of companies and work with the executive team to establish a credit...

  • Instrument Specialist

    4 weeks ago

    Exton, United States Pharmaron Full time

    Job DescriptionJob DescriptionPharmaron (Exton) is seeking an Instrument Specialist candidate responsible for performing preventative maintenance (PM), routine calibration, performance qualification (PQ), troubleshooting, repair, and inventory of analytical instrumentation and laboratory equipment, including but not limited to HPLC equipment and mass...

  • Instrument Specialist

    4 weeks ago

    Exton, Pennsylvania, United States Pharmaron Beijing Co. Ltd. Full time

    Location: ExtonPharmaron (Exton) is seeking an Instrument Specialist candidate responsible for performing preventative maintenance (PM), routine calibration, performance qualification (PQ), troubleshooting, repair, and inventory of analytical instrumentation and laboratory equipment, including but not limited to HPLC equipment and mass spectrometers.Primary...

  • QA Specialist-GLP/BIO

    4 weeks ago

    Exton, United States Frontage Laboratories Full time

    Job DescriptionJob Description Quality Assurance Specialist Bio-Analytical GLPLocation: Exton PAReports to: Director BIO GLP Quality assuranceFull-timePosition/Job Summary:Are you ready for a role that will combine your thirst for scientific knowledge and eye for quality. Then you are the perfect fit for our team of quality associates whose audits contribute...

  • Regulatory Affairs Specialist

    2 weeks ago

    Exton, Pennsylvania, United States IntePros Consulting Full time

    IntePros is currently looking for a Regulatory Affairs Specialist with Mandarin experience to join one of premier medical device manufacturing clients in Exton, PA. The Regulatory Affairs Specialist (RA Specialist) is responsible for supporting registration of client's Administration and Safety System devices, with primary responsibility for obtaining device...