Customer Success Manager

United States Career•Bridgewater, NJ

About The Position

The Customer Success Manager is responsible for managing Customer Service agents to ensure our customers are satisfied through effective management of the services to experience the full value of our products and services resulting in establishing Messer as their leading gas supplier of choice. Further, this role will be responsible for maximizing revenue based on contractual and standard terms and conditions while driving digital workplace success. This role requires listening and quickly responding to the customers' requirements in alignment with Messer strategic goals. The individual must be able to work cross functionally throughout the entire supply chain as well as through the management hierarchy to deliver expected results. The role requires an individual who is very structured, focused, and competent in building relationships while always acting as the customer advocate within the business. Messer is the world’s largest privately held industrial gases company and what we do matters because it is woven into every part of life, from the medical gases that patients rely on to the essential elements needed to safely and sustainably produce the goods our communities depend on. The true strength of Messer is our people—at every level and in every role. Join us and take pride in the impact you will make by providing solutions essential to our world and lives. Reach your highest potential at our stable, inclusive company with diverse opportunities in a growing industry, supported by people who care. Messer stands apart because we put what matters first, and you matter.

Requirements

Knowledgeable in QTC (Quote-to-Cash) Process and Technology expertise
Salesforce, SaaS (Software as a Service) environment, Digital workforce
Customer engagement and focus.
Customer advocate.
Build internal and external relationships.
Ability to work across functions.
Understand processes and systems in Customer Service
Exhibit leadership in complex scenarios.
Conflict management resolution.
College Degree required, preferably in Engineering, Business Administration, Marketing, or Information Systems.
5+ years of experience, preferably in Customer Service, Customer Success, Order to Cash, and Project Management.

Responsibilities

Monitor and manage customers from the moment of Agreement execution through the customer's journey.
Provide data and process expertise to Sales during Agreement negotiations to ensure customer requests can be supported while providing value.
For new key customers identified by sales management, be introduced and act as the single-point-of-contact during the "on-boarding to first sales phase" to ensure seamless first customer experience with Messer.
Ensuring that the agreement in executed phase has all Order to Cash master data set up to comply with Governance rules and fully supports the Agreement terms and conditions including customer contacts, pricing, and CES.
Monitoring customer account trends and tracking changes or usage utilizing the analytical data and dashboards to proactively improve the services and ensure adherence to the agreement terms especially services charges, incidental charges etc.
Being a focal point for escalated problems that a customer service or support person cannot solve to the customer's satisfaction.
Bringing all necessary stakeholders involved to resolve the issue, and analyze the root cause to prevent recurrences for the issue not only for this customer but all customers.
Demonstrate problem-solving responsibilities to evaluate query and complaint trends and bring and implement ideas to improve the process, organization and system understanding the customer needs and developing digital and efficient solutions.
Creating and maintaining the appropriate documentation to meet ISO audit requirements related to Customer Feedback, Surveys, Query and Complaint management.
Using the feedback to guide and frame the improvement initiatives in the Customer Service space.
Bring improvement in CX/Services opportunities to the Executive Leadership team.
Drive Digital transformation.
Manage all customer interaction channels; phone, e-mail, on line via e-channel and provide streamlined omnichannel Digital services.
Supervising customer service agents creating and implementing policies intended to increase customer satisfaction and retention.
Coaching the customer service and other Order to Cash functions to ensure that they are effective at ensuring improved customer experience .
Coordinate meetings with identified customers and relevant internal personnel to understand needs and develop improvement in the services.
Improve customer experience managing KPI, trends reports and Customer Satisfaction and other customer survey/feedback to understand current and future customer requirements for improvement to keep buying or to star buying from Messer.