Customer Success Consultant

Title: Customer Success Technical Analyst

Work Location: Rockville, MD (Remote)

Contract: 12+ months contract

Position Summary:

We are seeking a Customer Success Technical Analyst to support the Sr. Manager, Customer Success on the Medicine Supply Map (MSM) team. This is a hands-on analytical role: you will use the MSM product to run live demonstrations that answer customer questions in real time, conduct your own supporting analysis, and translate customer needs into data-driven answers. You will also bring the voice of the customer into how we shape and communicate insights — combining technical rigor with strong business context.

Key Responsibilities:  

• Support the Sr. Manager, Customer Success as the primary analytical resource for customer engagements, renewals, and account
• Build dashboards, notebooks, and lightweight internal tools that turn recurring customer questions into repeatable, self-serve assets for the CS and account teams.
• Design and iterate on new views, visualizations, and analytical workflows on top of MSM data — not just consume what the frontend surfaces today.
• Serve as a power user of the MSM frontend — run live demonstrations to answer customer questions in real time during calls, briefings, and business reviews.
• Conduct hands-on data analysis using SQL, Python (pandas), and analytical tools to answer questions that go beyond what the MSM frontend surfaces directly.
• Perform statistical and diagnostic analytics to explain supply chain events, customer usage patterns, and product adoption.
• Query and join data across MSM datasets and supporting sources; validate data quality and reconcile discrepancies before presenting findings.
• Serve as the voice of the customer within the MSM team — synthesize interviews, support interactions, and account feedback into structured insight for product and analytics teams
• Translate customer questions into scoped analytical work; validate that outputs answer the underlying business question.
• Provide business and industry context to analytical findings, framing insights in terms of customer decisions, market dynamics, and commercial implications.
• Develop customer-facing artifacts: case studies, briefings, quarterly business review content, and thought leadership drawn from MSM data and demonstrations.
• Partner with the MSM product and engineering team to surface gaps in the frontend that limit the ability to answer customer questions live; contribute to prioritization of enhancements.
• Document analytical methodology, data sources, and assumptions to support repeatability and audit.
• Stay current on pharmaceutical supply chain trends, competitive intelligence, and the customer segments served by USP.

Basic Qualifications: 

• Bachelor's degree in Business Analytics, Economics, Statistics, Data Science, Public Health, Life Sciences, or a related quantitative field.
• 3+ years of experience in a hands-on analytical role — business analyst, product analyst, customer analytics, sales engineering, or management consulting with a data component.
• Demonstrated ability to become a power user of a SaaS analytics product and use it live in front of customers to answer ad-hoc questions.
• Familiarity with predictive modeling and predictive-model-driven products.
• Proficiency in SQL for querying and joining across relational datasets.
• Working proficiency in Python (pandas) or R for data manipulation and analysis.
• Own analyses end-to-end: from scoping the customer question, to sourcing and modeling the underlying data, to building the dashboard or tool, to delivering the insight and driving adoption with CS and customer
• Solid statistical foundation: descriptive and diagnostic statistics, trend analysis, cohort and segment analysis.
• Strong business acumen; able to frame analytical findings in terms of customer value, market dynamics, and commercial outcomes.
• Excellent communication and presentation skills — poised in live customer settings, able to think on your feet, and able to translate between technical and business audiences.
• Demonstrated experience gathering and synthesizing voice-of-customer input (interviews, surveys, account feedback) into actionable insight.
• Structured problem solving; able to scope ambiguous business questions into concrete analytical work.
• Eagerness to work in a fast-paced healthcare or pharmaceutical environment.

Preferred Qualifications: 

• MBA or equivalent graduate degree with a focus on analytics, strategy, or healthcare.
• Master's in Data Analytics, Statistics, or a related quantitative field.
• Prior sales engineering, solutions consulting, or customer-facing analyst experience with a data or analytics product.
• Experience in healthcare, pharmaceutical supply chains, life sciences, or a related regulated industry.
• Familiarity with market research or competitive intelligence methodologies.
• Experience developing customer-facing content — case studies, briefings, quarterly business reviews — from analytical work.
• Understanding of pharmaceutical supply chain concepts (APIs, FDFs, drug shortages, supply chain resiliency).
• Familiarity with product analytics tools (Amplitude, Mixpanel, Pendo) and CRM data (Salesforce, HubSpot).