Customer Success Manager

The Customer Success Manager is responsible for driving the ongoing satisfaction, adoption, enablement, and outcome realization for customers within an aligned region. This role will act as an internal champion to coordinate the cross-functional motions required for sustained customer success and growth. Key focus areas will include retention, advocacy, adoption, continuous improvement, and growth for a defined portfolio of customers. The Customer Success Manager is responsible for fostering a pro-active partnership with internal and external customers to provide best-in-class service. In addition to ensuring customer satisfaction, this role will collaborate with leadership to develop internal procedures and workflows to improve customer support. As a Customer Success Manager, you will be responsible for developing, improving, and maintaining initiatives and processes to promote Customer retention and loyalty

Regional Responsibilities: Responsible for driving measurable improvements to increase service metrics (customer health, customer satisfaction, overall customer experience) and financial outcomes (billing accuracy, upsells, net retention), while remaining aligned with organizational business objectives.

Price Management: Responsible for all customer pricing maintenance and effort required to support an effective OTC process, i.e., Customer pricing, price increases and pricing updates at Account level. In addition to supporting customer aligned cost entry requests and revenue entry tasks through Business Process Automation to support billing and payment accuracy.

Pro-Active & Corrective Action Management: Collaborate with Sales, Finance and Operation teams to ensure:

• Responsible for managing incoming pricing data, ensuring billable activities are invoiced in line with customer specific pricing, and that all required back-up documents and approvals are in place.

• Responsible for identifying actionable next steps to resolve existing challenges and proactively adjust processes to improve billing inaccuracies, increase timeliness and optimize cash collection to reduce DSO.

• Responsible for creating and reviewing policy documentation with a high level of accuracy. Delivering any administration on new policies, corrective billing, bids, and cancellations to drive Customer Satisfaction and improve Customer Experience.

Customer Onboarding and Ongoing Success: Responsible for managing processes and initiatives aligned with Customer adoption, onboarding, business requirements and retention:

• Engagement: Responsible supporting Service Excellence initiatives and tracking the Net Promoter Score (NPS) to better understand if customers are onboarding successfully and highly engaged with Brenntag.

• Churn Rate: Responsible for leading Customer Success Plans, tracking milestones and measuring progress by leveraging Customer Service and Financial analytics to identify predictive indicators of churn and take mitigating actions with a defined plan and Commercial partnership.

• Customer Happiness: Work alongside Regional Management to facilitate customer satisfaction surveys and each stage of the Customer Journey to identify, define and implement process improvements for increased Customer Satisfaction and Revenue Growth.

Communication: responsible for effective communication, both internally and externally. This role is required to lead effective cross-collaboration, with internal stakeholders, external ecosystem, and customers to ensure collective success.

Compliance, Safety, and Reporting Duties:

Responsible For Monitoring Compliance, Regulations, And Policy across daily functions ensuring that the service provided to our customers meets Safety, Quality and Regulatory expectations, along with any other relevant company policies and procedures. Additionally responsible for defining and managing Customer lead requirements or regulatory related requests. For example: • Restricted product management • Documentation retention • Safety Culture adoption and ongoing use • Specialized Customer requests.

Skills / Experience:

• 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

We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential.

• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.

• Paid parental leave

• Education assistance program

• Employee assistance program

• Various healthcare plan options as well as 401(k)

INTERESTED?

We look forward receiving your application.

Brenntag and its subsidiary companies will provide equal employment opportunities to all applicants without regard to any category protected by federal, state or local law, including as applicable, applicant’s actual or perceived race, color, religion, creed, sex, sexual orientation, gender identity or expression (including transgender status), gender (including pregnancy, childbirth, lactation and related medical condition), genetic information, military service, national origin, ancestry, citizenship status, age, veteran status, physical or mental disability, protected medical condition as defined by applicable federal, state or local law, political affiliation, marital status, membership in an employee organization, parental status, expunged juvenile record, or any other status protected by federal, state, or local law. Brenntag will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for a test or job interview) if so requested. When completing this application, you may exclude information that would disclose or otherwise reference your race, religion, age, sex, genetic, veteran status, disability or any other status protected by federal, state, or local law. This application is considered current for sixty (60) days only. At the end of this period, if you are still interested in employment, it will be necessary for you to reapply by completing a new application.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Human Resources at [email protected] (phone, tty, fax, email, etc.).

Brenntag North America, Inc. and its subsidiaries use E-Verify, a government-run, web-based system that allows employers to confirm the eligibility of their employees to work in the United States.  For more information, please go to https://www.e-verify.gov/employees or view the poster at https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster.pdf.

Brenntag provides equal employment opportunities to qualified applicants and employees of all backgrounds and identities to create a workplace where difference is valued because it forms a resilient and more innovative organization. We do not discriminate on the basis of age, disability, gender identity, sexual orientation, ethnicity, race, religion or belief, parental and family status, or any other protected characteristic. We welcome applications from women, men and non-binary candidates of all ethnicities and socio-economic backgrounds.