Customer Success Technical Analyst

Quick Facts

• Remote (Rockville, MD)
• 12+ month contract

Description

This is a hands-on analytical role supporting the Sr. Manager, Customer Success on the Medicine Supply Map (MSM) team. You will use the MSM product to run live demonstrations that answer customer questions in real time, conduct supporting analysis, and translate customer needs into data-driven answers. You will also bring the voice of the customer into how insights are shaped and communicated.

Responsibilities

• Serve as the primary analytical resource for customer engagements, renewals, and account support
• Build dashboards, notebooks, and lightweight internal tools to turn recurring customer questions into repeatable, self-serve assets
• Design and iterate on new views, visualizations, and analytical workflows using MSM data
• Act as a power user of the MSM frontend to run live demos during calls, briefings, and business reviews
• Perform hands-on data analysis using SQL and Python (pandas) to answer questions beyond the MSM frontend
• Conduct statistical and diagnostic analytics related to supply chain events, usage patterns, and product adoption
• Query and join data across MSM datasets and supporting sources; validate data quality and reconcile discrepancies
• Synthesize voice-of-customer input into structured insights for product and analytics teams
• Scope analytical work that directly answers the underlying business question
• Provide business and industry context for findings in terms of customer decisions, market dynamics, and commercial implications
• Create customer-facing artifacts such as case studies, briefings, and quarterly business review content
• Partner with product/engineering to identify frontend gaps that limit live customer Q&A and contribute to enhancement prioritization
• Document analytical methodology, data sources, and assumptions for repeatability and audit
• Stay current on pharmaceutical supply chain trends, competitive intelligence, and served customer segments

Requirements

• Bachelor’s degree in a quantitative field (Business Analytics, Economics, Statistics, Data Science, Public Health, Life Sciences, or related)
• 3+ years of hands-on analytical experience (business analyst, product analyst, customer analytics, sales engineering, or consulting with a data component)
• Ability to become a power user of a SaaS analytics product and use it live with customers
• Familiarity with predictive modeling and predictive-model-driven products
• Proficiency in SQL
• Working proficiency in Python (pandas) or R
• Experience owning analyses end-to-end from scoping to delivery and adoption
• Strong statistical foundation (descriptive/diagnostic statistics, trend analysis, cohort/segment analysis)
• Strong business acumen and ability to frame insights in commercial terms
• Excellent live communication and presentation skills
• Experience gathering and synthesizing voice-of-customer input into actionable insight
• Structured problem solving to scope ambiguous questions
• Interest in a fast-paced healthcare/pharmaceutical environment

Benefits

• 12+ months contract role
• Remote work option