Analyst, Customer Success

Role Overview

Location:

Meridian,  position follows a hybrid work-from-home/office model with at least three days in the office weekly.

Ocean Network Express
Analyst, Customer Success

This role is responsible for the effective management and execution of Customer Onboarding for both new and renewing customers in North America, as well as select Global customers, in accordance with contractual agreement. The analyst will collaborate with internal and external stakeholders to assess, interpret and communicate customer requirements while ensuring 100% adherence to regulatory and filed contract standards to mitigate organizational risk during the onboarding phase.

Successful onboarding will drive alignment, enhance customer satisfaction and support long-term customer retention. This role directly contributes to long-term customer retention by delivering a seamless onboarding experience that ensures new and renewing customers can maximize the value of their engagement with ONE. The Analyst will collaborate cross-functionally to drive process improvements, enhance digital integration, and support ONE’s strategic goal of best-in-class customer experience.

This position will foster strong relationships across internal departments, other regions and external customers, facilitating effective collaboration, communication and information sharing.

• Customer Onboarding & Success
• Own the Customer Onboarding Process from start to finish for all new and existing customers
• Accountable for ensuring customer success with ONE by communicating and providing essential requirements, including eCommerce, payment methods and key internal contacts across the organization
• Accountable for analyzing and reporting key onboarding KPIs to senior leadership.
• Manage a high-volume portfolio of onboarding projects, ensuring 100% contractual alignment during peak renewal seasons
• Customer Relationship Management & Support
• Act as a representative of ONE in customer meetings, business reviews and daily transactions
• Foster strong relationships within the organization and with customers to enhance their experience and cultivate long-term partnerships
• Ensure alignment between ONE and the customer by reviewing key terms and exceptions in the service contract and addressing them with the customer
• Collaboration & Internal Coordination
• Work closely with internal stakeholders at regional and global levels to ensure customer requirements and expectations are clearly understood, agreed upon and effectively communicated
• Partner with Sales as a subject matter expert (SME) to bridge the gap between service contracts and operational execution
• Collaborate with Cargo Management teams (Key Accounts and Global Services) to share account knowledge and effectively communicate contracts, business lanes and special handling requirements
• Provide assistance to the Digital Service team, as required

• Identify and resolve complex issues related to new or existing customer requirements and internal alignment within ONE
• Manage situations that may require adjusting responses or conducting in-depth research based on customer needs
• Leverage in-depth knowledge of ONE’s products, services, and processes to proactively anticipate customer needs and optimize the onboarding experience
• Process Improvement & Operational Support
• Collaborates with BPIT or other departments to discuss ongoing and future development of ONEForce projects
• Leads/Participates in User Acceptance Testing (UAT) and provides feedback to BPIT to optimize the ONEForce ecosystem
• Develop, maintain, and enhance Standard Operating Procedures (SOPs) and How-To guides to support continuous improvement in the onboarding process
• Customer Experience & Continuous Improvement
• Gather customer feedback throughout the onboarding process to identify pain points and areas for improvement
• Analyze trends and share insights with internal teams to refine onboarding processes and enhance customer engagement strategies
• Support the development of new training materials, knowledge bases, and best practices for improved onboarding experiences

• Ad…