Customer Success

Boyle Transportation provides secure, validated transportation & logistics services to blue chip clients in the biotech/pharmaceutical and government/defense sectors. We are a subsidiary of Andlauer Healthcare Group, a Toronto Stock Exchange-listed provider of healthcare logistics services.

Incorporated in 1971, we combine highly skilled people with superior technology and equipment to perform for a demanding customer base.

The company is headquartered in Billerica, Massachusetts and operates throughout the US and in/out of Canada. For 12 years in a row, we've been named one of the nation's best work environments for professional truck drivers as well as a Top Company for Women in Transportation, and we have an exceptional customer Net Promoter Score of 86.

SUMMARY OF POSITION

The Customer Success & Business Intelligence Analyst is a key role within the Boyle Transportation organization, holding responsibility for driving customer retention and growth while leading the organizations' customer-facing analytics and performance reporting. This position serves as a strategic bridge between Sales and Operations while keeping the leadership team informed of overall company performance. This position combines direct customer engagement with data-driven insights to enhance service, build stronger partnerships, and support the organizations' broader goals. The Customer Success & Business Intelligence Analyst will work to develop reports for a variety of company initiatives, to better serve our customers.

Duties/Responsibilities:

• Analyze transportation and operational data to identify trends, risks, and opportunities for efficiency improvements.
• Develop and maintain KPI scorecards and performance tracking tools for both customers and internal leadership.
• Develop pricing strategy for long-term and short-term opportunities (ranging from enterprise RFPs to ad-hoc requests).
• Negotiate, review, and maintain contracts and pricing agreements to limit company liability and ensure mutually beneficial agreements.
• Serve as the primary point of contact for key clients, overseeing relationships, and ensuring exceptional customer experience.
• Manage customer relationships, coordinate and lead customer QBRs with the business development team.
• Partner with Sales to support business development initiatives, contract renewals, and expansion opportunities.
• Provide actionable insights that guide strategic decision-making across Sales, Operations, and Executive Leadership.
• Standardize reporting processes to ensure accuracy, transparency, and consistency in customer communications.
• Act as liaison between Sales and Operations, ensuring alignment on customer requirements and delivery standards.
• Collaborate with compliance, quality, and operations teams to ensure customer expectations are consistently exceeded.
• Drive continuous improvement initiatives based on performance analysis.
• Primary contact and responsible for managing dedicated contracts
• Serve as the primary point of contact during scheduled on-call periods to promptly address and resolve urgent issues or emergencies
• Performs other duties as assigned

Requirements:

Qualifications, Experience, and Skills:

• Bachelor's Degree in Logistics, Supply Chain Management, Business Administration, Business Analytics, or a related field.
• 5+ years of experience in customer success, account management, or data analytics, preferably in transportation, logistics, or a highly regulated industry.
• Certified Logistics Associate (CLA) or Certified Supply Chain Professional (CSCP) preferred.
• Capable of acquiring a Department of Defense Security Clearance.
• Strong analytical skills with excellence in data analysis tools (e.g., Excel, Mode Analytics) and logistics software (e.g., TMS, WMS)
• Knowledge of regulatory compliance for pharmaceuticals and DoD supply chains is a plus.
• SQL (Structured Query Language) experience preferred
• Must be available to respond to urgent issues during on-call periods
• Ability to effectively manage competing priorities
• Excellent verbal and written communication skills
• Excellent organizational skills and attention to detail
• High level of integrity and ability to handle sensitive and confidential information

Supervisory Responsibilities:

• This position does not have any direct reports

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Occasional travel to customer sites, distribution centers, or operational facilities.
• May require on-call availability to address logistical emergencies.
• Must be able to lift 15 pounds at times.

Compensation:

• $100,000 - $110,000 / year

Benefits:

This is a full-time position with a comprehensive benefits package, including medical, dental, and vision insurance, paid time off, and company-paid holidays. We also provide a 401(k) retirement plan with company match to help you invest in your future. Additional benefits include life insurance, disability coverage, and employee assistance programs.

EEO and Reasonable Accommodations

Boyle is an equal employment opportunity employer. We will not discriminate against applicants with regard to any legally recognized basis including, but not limited to: veteran status, race, color, religion, gender, sex, national origin, age, marital status, sexual orientation, and physical or mental disabilities.