Digital Customer Success Leader

Job Summary

The Customer Success Manager is responsible for managing Customer Service agents to ensure our customers are satisfied through effective management of the services so customers can experience the full value of our products and services, establishing Messer as their leading gas supplier of choice. The role also maximizes revenue based on contractual and standard terms and conditions while driving digital workplace success.

• The primary responsibility is to ensure customer satisfaction and driving digital workplace success. This will be achieved by:
• 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, act as the single-point-of-contact during onboarding to first sales phase to ensure seamless first customer experience with Messer.
• Ensure 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.
• Monitor customer account trends and track changes or usage utilizing analytical data and dashboards to proactively improve services and ensure adherence to agreement terms especially services charges, incidental charges, etc.
• Be a focal point for escalated problems that a customer service or support person cannot solve to the customer’s satisfaction. Bring all necessary stakeholders involved to resolve issues, analyze root cause to prevent recurrences 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 process, organization, and system understanding customer needs and developing digital and efficient solutions.
• Creating and maintaining appropriate documentation to meet ISO audit requirements related to Customer Feedback, Surveys, Query and Complaint management. Use feedback to guide and frame 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, email, online via e‑channel and provide streamlined omnichannel Digital services.
• Supervise customer service agents, creating and implementing policies to increase customer satisfaction and retention.
• Coach the customer service and other Order to Cash functions to ensure effective improvement of customer experience.
• Coordinate meetings with identified customers and relevant internal personnel to understand needs and develop improvement in 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.

• 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.

The salary range for this position is $102,000 - $155,000. Messer provides medical, dental, vision, short term disability, life insurance and paid time off as well as other voluntary benefits, such as, long term disability in accordance with the terms and conditions of these Plans. Employees are eligible to enroll in Messer’s 401(k) Plan. Employees may be eligible to participate in the company’s bonus program.