Customer Success Analyst Jobs in Spring, TX (NOW HIRING)

Mitsubishi Heavy Industries America, Inc. (MHIA) is looking for a Customer Success - Sr. Engagement Solutions Analyst to join our team. This is an onsite role based out of our Houston Headquarters in the Galleria district.

ABOUT MITSUBISHI HEAVY INDUSTRIES AMERICA, INC. (MHIA):

For over 130 years Mitsubishi Heavy Industries (MHI) Group’s innovative and integrated solutions have demonstrated our commitment to creating a positive social impact around the globe. Our range of products and services are tailored to meet our customers’ evolving needs across the commercial aviation, energy, transportation and infrastructure, machinery, defense and space systems sectors.

Our culture embraces diversity and cooperation, and we promote a healthy balance of professional and personal development, ensuring that your ideas and expertise are valued and respected.

SCOPE:

The Sr. Customer Success Analyst plays a pivotal, customer-facing role within the dynamic Customer Success Team, acting as a strategic liaison between MHI clients globally and internal HR Operations and technical teams. This consultant-level position is responsible for translating business needs into system solutions, ensuring clients derive maximum value from HR technologies, particularly the SAP SuccessFactors Talent Suite. The Sr.  Engagement Solutions Analyst will leverage a strong blend of technical knowledge, business acumen, and client engagement skills to understand HR processes and challenges, and then collaborate with internal technical teams to design, implement, and optimize scalable system solutions that meet those needs.

The ideal candidate will have at least (8) years of HRIS experience that includes supporting SuccessFactors or similar HRIS, timekeeping, and/or payroll system implementation and/or integration projects.  At a minimum of 3 years in a client facing and/or account management role.

JOB RESPONSIBILITIES:

• Build and maintain strong stakeholder relationships by translating business needs into effective HR system solutions that enhance user experience and drive operational efficiency Facilitate clear, ongoing communication with stakeholders to share system updates, gather feedback, and ensure alignment on HR process changes and key initiatives. Ensure that customer support issues are resolved promptly and satisfactorily. This could include coordinating with various teams, such as technical support, product development, and operations, to resolve customer issues quickly.
• Lead project planning, scope definition, and execution support for HR system integrations and change initiatives, ensuring alignment with business goals and timelines.
• Identify, assess, and mitigate project risks to ensure milestones are met and overall project success.
• Coordinate cross-functional project activities, manage timelines and deliverables, and ensure vendor and stakeholder alignment throughout the initiative or project lifecycle. Ensure the project meets the required quality standards, and that all deliverables are of high quality.
• Monitor project timelines, ensuring that the project stays on schedule, and adjust as needed.
• Create and maintain project documentation, including project plans, schedules, and reports.
• Analyze HR processes and make recommendations for improvements leveraging HR technology.
• Oversee the documentation of requirements, development, implementation, and testing of new or redesigned systems, reports, and procedures for HR to ensure alignment with business processes.
• Establishes a strong partnership with cross-functional team members to consolidate data models and drive process decisions.
• Design and execute comprehensive audits of HRIS data to identify inconsistencies, inaccuracies, and compliance risks across employee records, organizational structures, and system configurations. Defines and investigates HRIS issues by analyzing relevant data, establishing facts, and drawing valid conclusions to support sound recommendations and solutions.
• Analyze software releases to assess the impact of new features and communicate them accordingly.
• Communicate regularly with customers through various channels, such as email, phone calls, and meetings, to ensure they are informed of system and process changes and answer any questions.
• Support system upgrades and enhancements, create test case scenarios, perform tests, and document results.
• Assess training needs and develop and deliver training to advanced users.
• Investigates and helps resolve complex production support issues.
• This list of responsibilities is not all-inclusive, and an employee may be required to perform other relevant duties as assigned.

MINIMUM REQUIRED QUALIFICATIONS:

• Education Requirement: Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field; or equivalent combination of education and experience.
• Experience: At least eight (8) years of HRIS experience that includes supporting SuccessFactors or similar HRIS, timekeeping, and/or payroll system implementation and/or integration projects.  At a minimum of 3 years in a client facing and/or account management role.
• Understanding of human capital analytics and HR reporting/strategies.
• Proficient in MS Office products such as Excel, PowerPoint and Word.
• Excellent communication and presentation skills.
• Superior critical thinking and creative problem-solving skills.
• Project Management/Change Management experience.

PREFERRED QUALIFICATIONS:

• • Technical Proficiency: Solid understanding of HRIS systems with experience in SuccessFactors Employee Central or similar HRIS a plus.
  • PMP certification a plus.
  • Master’s degree or MBA preferred
  • Experience in rapidly scaling organizations.
  • Familiarity with Japanese business culture is a plus.
  • Experience working in a global, matrixed organization is preferred.
  • Previous experience in a consultant role managing projects for multiple customers preferred.

WORKING CONDITIONS:

• Travel: Up to 20%
• Weekend/late night work if applicable.
• Lifting/physical requirements: Regularly required to sit, stand, walk, talk, and hear. Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Why Should You Apply?

• Excellent Benefits (Medical, Dental, Vision & 401K Matching)
• Excellent growth and advancement opportunities
• Paid vacation, sick time and 15 holidays
• Committed to quality products and services.
• Great working environment and culture

MHIA is an Equal Employment Opportunity (EEO) employer actively seeking to diversify the workforce and is committed to a policy of equal employment opportunity. Therefore, all qualified applicants are strongly encouraged to apply.

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