Sr. Customer Success Analyst
Who We Are
Overhaul is a supply chain integrity solutions company that allows shippers to connect disparate sources of data into the first fully transparent situational analysis engine designed for the logistics industry. Data that is transformed into critical insights can instantly trigger corrective actions, impacting everything from temperature control to handling requirements or package-level tracking, ensuring cargo arrives at its destination safely, undamaged, and on time. We are a dynamic, innovative, and fun team who is highly committed to our customers’ experiences and our Mission and Vision.
The Role
Overhaul is looking for a Sr. Customer Process Analyst who is comfortable working within a team environment and taking individual initiative. This position plays a key role in delivering successful solutions to key customers and internal stakeholders, exceeding objectives by providing data-driven reporting & analysis of business operations. This key team member is integral in helping the account management & operations teams to maximize strategic solutions, which has a direct impact on our ability to deliver and exceed on client’s expectations. You will be responsible for building and maintaining strong personal relationships with our clients through promptly serving their needs and requests.
Responsibilities will include, but may not be limited to:
- Delivering successful solutions to key customers and internal stakeholders
- Exceeding objectives by providing data-driven reporting & analysis of business operations.
- Supporting the account management & operations teams to maximize strategic solutions to deliver and exceed client expectations
- Identifying process gaps & associated improvements at customer sites in operational, business and systems processes.
- Collaborating with the business and change management teams to ensure business readiness and transfer knowledge for any new process/system.
- Communicating effectively with customer & provide feedback to internal Overhaul teams
- Providing key trends & metrics related to customer processes & successful implementation
About you:
- 5-7 years professional experience with account support and/or data analysis responsibilities
- Bachelor’s degree in Business, Finance, Information Technology, or related field.
- Excellent communication skills – written, verbal, and listening – are essential.
- Experience in change management / business transformation functions is desirable.
- Ability to tailor communication to specific situations and audiences.
- Builds engaging relationships with stakeholders through trust, teamwork, and direct communication.
- Comprehensive understanding of the intersection of technology, data, and business process
- Ability to seamlessly work in a team
- Demonstrated ability to frame complex analytical problems, pull data and extract insights that led to tangible results
- High level skill with Microsoft Office (Excel, Word) required
- Strong organizational skills, detail oriented, and process-driven, with an orientation toward continuous process improvement
- Proactive and self-directed in work habits
Our Core Values and how they benefit you as an “Overhauler”
Authenticity, Receptivity and Trust
· Extremely competitive base salary package
· 401(k) with Overhaul match
· Flexible working
· Remote, hybrid, and/or In-office*
Encouragement and Learning
· Progressive advancement opportunity & career mobility
· Paid development personal stipend
· Monthly lunch and learns
· 2 Unique learning systems w/Instructor led content
Wellness and Integrity
· Rotating Overhaul “Perks @ work” (Discounts and Freebies)
· Overhaul fully provided healthcare plan
· Employee assistance & wellbeing programs
· New Parent/Family/Caregiver leave(s)
· Daily BAMM time (body and mind movement)
· Life by design vacation policy
Diversity and Inclusivity Statement:
Overhaul has always been, and always will be, committed to diversity and inclusion. Our Overhaul Culture Code’s top listed commitment is to “Diversity and Synergy.” All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We strongly encourage people from underrepresented groups to apply!