Sr. Customer Success Analyst

| Austin, TX
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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! 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • FluxLibraries
    • ReactLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • MixpanelAnalytics
    • HotjarAnalytics
    • MiroDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • DriftCRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM

An Insider's view of Overhaul

How would you describe the company’s work-life balance?

In an industry that never sleeps, it can be hard to pull away and prioritize self-care and time off. Overhaul leadership strongly enforces and reminds us to take PTO as often as we can. We’re also encouraged to take those moments throughout the day to recharge and refocus with daily dedicated blocks for body and mind movement hours.

Ash

Customer Success Manager

What does your typical day look like?

A typical day consists of observing multiple shipments to confirm arrival to their delivery locations with the product being untampered and answering any questions the team may have regarding process/shipments they are unsure of. We also monitor any shipment/destination creation requests and troubleshoot device issues with our client contacts.

Quintin

GSOC Supervisor

How has your career grown since starting at the company?

I can only describe it as: “a lot." I’ve been able to go beyond tech and into business and I appreciate the opportunities that have been given to me.

Ricardo

Principal Site Reliability Engineer

What’s the vibe like in the office?

Overhaul provides a great environment to work in. The lack of micro-management and a modern approach to mental health has made this job quite enjoyable. My team is formed of an extensive group of professionals with years of experience in the domain. We have a great synergy, working great as a team.

Alexandru

Watch Officer

What are Overhaul Perks + Benefits

Overhaul Benefits Overview

FULLY PROVIDED MEDICAL CARE
LEGAL/ID SHIELD PROTECTION
PET INSURANCE
TRAVEL ASSISTANCE PROGRAM
UNLIMITED PTO
FLEXIBLE SCHEDULES
TELEDOC HEALTH + TELEADVOCACY
401K PLAN AND MATCH
REMOTE, HYBRID, AND IN-OFFICE OPPORTUNITIES
DAILY BLOCKED BODY AND MIND MOVEMENT TIME

Culture
Open door policy
Team based strategic planning
Open office floor plan
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
The Healthcare FSA Allows you to use tax-free dollars for eligible health care expenses that are not covered by insurance for you, your legal spouse and your eligible dependents.
Disability insurance
Overhaul provides full-time employees with short-term and long-term disability income benefits.
Dental insurance
Overhaul's dental insurance helps pay for dental care and usually includes checkups, cleanings and X-rays.
Vision insurance
Overhaul’s vision policy covers routine eye exams and provides specified dollar amounts or discounts for the purchase of eyeglasses or contact lenses.
Health insurance
Overhaul provides medical insurance which is offered through United Healthcare (UHC).
Life insurance
Overhaul pays for the full cost of basic life and AD&D coverage for all eligible employees and you will be automatically enrolled into this benefit.
Pet insurance
Nationwide pet insurance helps you cover veterinary expenses so you can provide your pets with the best care possible without worrying about the cost.
Wellness programs
Team workouts
Mental health benefits
Your Mental Health & Advocacy package connects you with services to help navigate healthcare questions and personal life issues and stresses. Your teleadvocacy services are 100% paid for by Overhaul
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Company-sponsored happy hours
Onsite office parking
Pet friendly
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Online course subscriptions available

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