Analyst, Client Success

Job Requisition

JR21839

Worker Time Type

Full time

Worker Sub-Type

Regular

Shift

Job Description

POSITION PURPOSE

The Client Success Analyst plays a pivotal role in ensuring our clients achieve their desired outcomes while using our products and services. This role requires client facing responsibilities per the Reddy Ice Client Relationship Map. The Client Success Analyst is responsible for supporting the Commercial organization by driving client engagement, sales enablement, data analytics, insights, reporting, and facilitating seamless communication with internal and external teams. This role involves analyzing customer data, monitoring customer health, and providing actionable insights to enhance customer satisfaction and retention. This role is responsible for CRM administration, managing sales leads/opportunities, and managing day-to-day sales operations tasks that facilitate revenue and volume growth. The ideal candidate will be highly analytical, detail-oriented, and a strong collaborator who can translate data into actionable insights.

Demonstrates our “True North” attributes: voice of the customer, respect for the individual, no nonsense communication and utilization of facts, servant leadership and has a continuous improvement mindset in every facet of leadership and daily interaction. Leads, collaborates and demonstrates the lean principles and utilizes the lean methodologies and tools to facilitate continuous process improvements and value creation for our customers, employees and shareholders. Actively utilizes lean tools (VSM, Kaizen, A3, etc.) to inform and assess business opportunities to drive continuous improvement. Lead and participate in Kaizen and value stream mapping activities.

DUTIES & RESPONSIBILITIES

Interface directly with assigned customers to provide daily, weekly, and monthly management of general account activities and requests.

Analyze sales data and key performance metrics to identify trends, opportunities, and areas for improvement, providing reports and insights to support strategic decision-making.

Develop, maintain, and enhance sales reports and dashboards to track account performance, pipeline health, and customer activity.

Manage and optimize the CRM and sales tools (CE, AX, Ice Genie, Power BI, Customer Portals) to ensure data accuracy (Pricing, Product, Orders, etc.) reporting integrity, and adoption. Manage sales leads and opportunities in the CRM through maintenance of data accuracy, reporting and analytics.

Verify and validate all new procedures, service changes, and system modifications to customer accounts and successfully communicate them within the commercial organization and to clients as applicable.

Assist in data generation, document preparation, and reporting for strategic sales initiatives, including monthly, quarterly, and annual customer account reviews, new store set-up, and account expansions.

Manage commercial day-to-day sales operations tasks including customer escalations, merchandising demand status/installations, and customer contract documentation and tracking. Identify and communicate any changes in customer’s needs and/or business requirements and work to improve service levels, reduce any penalties, and improve overall client NPS scores. Partner with Accounts Receivable to understand and improve collections process and reduce aging dollars and outstanding balances in alignment with company objectives.

Recommend improvements in data, systems, processes, analysis, and results; create and follow SWIs when applicable.

Collaborates and partners with peers and stakeholders in other functional areas to align and leverage capabilities needed to achieve objectives.

Make and assume other duties and responsibilities required or assigned by management. Adhering to the Code of Business Ethics is essential.

We value honesty and integrity above all else and we expect our employees to be committed to the highest ethical standards.

Maintain high safety standards. Safety is personal for us all.

CONTACTS

Internal: VP of Sales, RVPs, Market Managers, Plant Managers, NAEs, AEs, DSA’s, Marketing, Customer Care Agents

External: Director Grocery, Category Manager, Buyer, Purchasing/Sourcing, VP Merchandising, Distribution, Regional or Store Operations.

EDUCATION & EXPERIENCE

• Bachelor’s degree in Marketing, Finance, Business or related discipline preferred.
• 3-5 years of relevant key or national account retail/non-retail sales experience or account management.
• Proficient in Microsoft Suite and CE (CRM)
• Proficient with business analysis tool navigation and analysis
• Strong work ethic. Demonstrates a sense of urgency to deliver results.
• Excellent communication and presentations skills.
• Solid background developing and maintaining relationships with both internal team and external National / Regional customers.
• Customer business development and planning experience.
• Effective project management, sales, and negotiation skills.

COMPENSATION PLAN

Client Success Managers receive a competitive base salary, plus bonus incentives tied to meeting or exceeding assigned territory sales quota, pricing objectives and new business objectives. 

SUPERVISORY RESPONSIBILITY

This is an individual contributor role with no direct reports.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

This position works in a typical office environment, is generally sedentary, and uses computers, calculators, phones, and other office equipment. This position may require evening and weekend work. Work is conducted in a fast-paced, rapidly changing environment. The ability to manage stress, build professional and collaborative relationships, and reason through complex business situations is essential.  Some out of office work and travel required for customer meetings; a valid driver’s license and acceptable MVR are required. Up to 10% travel.

Location

OCS Commercial Strategy

City:

Dallas

State:

Texas