Divyank

Customer Success Analyst @Shep

ON, CA

Promoted from Technical Support Analyst to Customer Success Analyst as part of Edisoft’s evolving internal structure. Responsible for full-cycle client success in the EDI and supply chain automation space, including onboarding, technical support, training, and account management.Core Responsibilities:• Own end-to-end client lifecycle from post-sales onboarding to ongoing support for EDI and order management systems.• Collaborate with cross-functional teams including development and accounting to ensure seamless system handoffs.• Lead onboarding and system setup, ensuring all trading partner integrations and workflows are functional and live within target timeframes.• Troubleshoot integration issues, manage support escalations, and act as liaison between clients and technical teams.• Train client stakeholders and users on Edisoft’s tools to increase adoption and operational efficiency.• Track and document key customer metrics, advocate for client needs, and support account expansion opportunities.• Worked directly with client ERP systems including Sage 300, NetSuite, and SAP, ensuring seamless integration of EDI workflows and order automation processes.Key Achievements:• Reduced client onboarding time to ~21 business days — from project release (post-accounting handoff) to reviewing and finalizing live production orders.• Successfully onboarded new clients: Herbs Etc, Shubug, Gallimore Products Inc, Human Care Group Canada.• Added new EDI trading connections for existing clients, including Jones Soda, SEG, Gallimore, Shubug, Gentell• Helped maintain customer satisfaction during transitions, with minimal escalations and consistent follow-through.• Contributed to internal documentation and onboarding playbooks to support repeatable, scalable success processes.• Actively preparing for promotion to Level 3 by leading cross-team knowledge sharing and continuously improving onboarding metrics.