Customer Success

Description
Boyle Transportation provides secure, validated transportation & logistics services to blue chip clients in the biotech/pharmaceutical and government/defense sectors. We are a subsidiary of Andlauer Healthcare Group, a Toronto Stock Exchange-listed provider of healthcare logistics services.

Incorporated in 1971, we combine highly skilled people with superior technology and equipment to perform for a demanding customer base.

The company is headquartered in Billerica, Massachusetts and operates throughout the US and in/out of Canada. For 12 years in a row, we've been named one of the nation's best work environments for professional truck drivers as well as a Top Company for Women in Transportation, and we have an exceptional customer Net Promoter Score of 86.

Summary Of Position
The Customer Success & Business Intelligence Analyst is a key role within the Boyle Transportation organization, holding responsibility for driving customer retention and growth while leading the organizations' customer-facing analytics and performance reporting. This position serves as a strategic bridge between Sales and Operations while keeping the leadership team informed of overall company performance. This position combines direct customer engagement with data-driven insights to enhance service, build stronger partnerships, and support the organizations' broader goals. The Customer Success & Business Intelligence Analyst will work to develop reports for a variety of company initiatives, to better serve our customers.

Duties/Responsibilities

• Analyze transportation and operational data to identify trends, risks, and opportunities for efficiency improvements.
• Develop and maintain KPI scorecards and performance tracking tools for both customers and internal leadership.
• Develop pricing strategy for long-term and short-term opportunities (ranging from enterprise RFPs to ad-hoc requests).
• Negotiate, review, and maintain contracts and pricing agreements to limit company liability and ensure mutually beneficial agreements.
• Serve as the primary point of contact for key clients, overseeing relationships, and ensuring exceptional customer experience.
• Manage customer relationships, coordinate and lead customer QBRs with the business development team.
• Partner with Sales to support business development initiatives, contract renewals, and expansion opportunities.
• Provide actionable insights that guide strategic decision-making across Sales, Operations, and Executive Leadership.
• Standardize reporting processes to ensure accuracy, transparency, and consistency in customer communications.
• Act as liaison between Sales and Operations, ensuring alignment on customer requirements and delivery standards.
• Collaborate with compliance, quality, and operations teams to ensure customer expectations are consistently exceeded.
• Drive continuous improvement initiatives based on performance analysis.
• Primary contact and responsible for managing dedicated contracts
• Serve as the primary point of contact during scheduled on-call periods to promptly address and resolve urgent issues or emergencies
• Performs other duties as assigned

Requirements
Qualifications, Experience, and Skills:

• Bachelor's Degree in Logistics, Supply Chain Management, Business Administration, Business Analytics, or a related field.
• 5+ years of experience in customer success,