CS Analytics and Digital Solutions Specialist

This is a hybrid position requiring the team member to be onsite for a minimum of 3 days per week No relocation is provided for this opportunity   Who We Are: At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?   There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families. We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts. Job Summary

The Specialist, CS Analytics & Digital Solutions supports Customer Success operations through SAP, CRM, reporting, and digital tools. Working closely with Customer Success teams and cross-functional partners, this position helps improve process consistency, user adoption, and operational efficiency across key customer-facing activities.

A primary focus of the role is supporting SAP Order-to-Cash (OTC) processes, including system enhancements, testing, issue resolution, end-user support, business readiness, and SAP S/4HANA-related integration and migration activities. The role also contributes to CRM processes and rollout efforts that improve workflow efficiency, strengthen data consistency, and enhance the user experience.

In addition, this position contributes to reporting, process improvement, West Digital workflow enhancements, and selected automation initiatives that support Customer Success operations. Experience with SAP and CRM platforms such as Microsoft Dynamics, Salesforce, or similar systems is highly valued. Essential Duties and Responsibilities

Support SAP Order-to-Cash (OTC) processes through system enhancements, testing, issue resolution, integrations, and end-user support. Support SAP S/4HANA-related integration, migration, and business readiness activities. Support CRM processes and user adoption through system enhancements, user enablement, process improvements, and rollout activities. Partner with Customer Success and cross-functional teams to understand business needs and help translate them into practical system and process solutions. Contribute to process improvement initiatives that enhance efficiency, consistency, and user effectiveness. Monitor process performance and data quality, identify issues, and support corrective actions. Contribute to reporting, workflow enhancements, and adoption of digital tools across Customer Success operations. Support the use of analytics and automation tools to improve visibility, efficiency, and decision-making

Additional Responsibilities

Support user training, documentation, and knowledge-sharing activities related to SAP, CRM, and digital tools. Assist with user acceptance testing, defect tracking, and post-implementation support for system changes and enhancements. Provide ad hoc reporting and operational support as needed Education

Bachelor's Degree in business administration or equivalent required Work Experience

Minimum 3 years of experience in customer-facing, customer support, business operations, or related roles.   Experience with ERP tools like SAP with Sales and Distribution Experience with CRM platforms such as Microsoft Dynamics, Salesforce, or similar solutions Experience with automation or AI-enabled business