Customer Success Manager
Brenntag
full-time
Posted on:
Location Type: Hybrid
Location: St. Louis • Illinois • Kentucky • United States
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Tech Stack
About the role
- Responsible for driving measurable improvements to increase service metrics (customer health, customer satisfaction, overall customer experience) and financial outcomes (billing accuracy, upsells, net retention)
- Responsible for all customer pricing maintenance and effort required to support an effective OTC process
- Collaborate with Sales, Finance and Operation teams to ensure billable activities are invoiced in line with customer specific pricing
- Identify actionable next steps to resolve existing challenges and proactively adjust processes to improve billing inaccuracies
- Responsible for managing processes and initiatives aligned with Customer adoption, onboarding, business requirements and retention
- Track the Net Promoter Score (NPS) to better understand if customers are onboarding successfully
- Lead Customer Success Plans, tracking milestones and measuring progress
Requirements
- 5+ years of Customer Service, Customer Success, or Account Management experience
- 3+ years in a customer-facing setting, cross-industry experience is welcome
- Bachelor’s degree preferred or equivalent education and experience
- Order to Cash experience (PO to invoice), ERP expertise and an understanding of integrated technologies
- Ability to balance day-to-day project execution and long-term Customer Success within a fast-paced, collaborative team environment
- Ability to get into the weeds and solve problems independently
- Strong organization and prioritization skills
- Proven track record of successfully building rapport and relationships with all levels
- Distribution or Manufacturing experience a plus
- CRM Experience required, preferably Salesforce
- Excellent capabilities and strong experience using Office 365 suite and Team Collaboration software tools
Benefits
- Individual development
- On-the-job training
- Development programs designed to help our employees grow in their careers
- Paid parental leave
- Education assistance program
- Employee assistance program
- Various healthcare plan options
- 401(k)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer ServiceCustomer SuccessAccount ManagementOrder to CashERPCustomer pricing maintenanceBilling accuracyNet Promoter ScoreCustomer adoptionOnboarding
Soft Skills
Problem-solvingOrganizationPrioritizationRelationship buildingCollaborationAdaptabilityCommunicationIndependenceExecutionProactivity
Certifications
Bachelor’s degree