Customer Success Manager

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Customer Success Manager

Thank you for exploring a career with Chem-Aqua, one of the largest, divisions of NCH Corporation. We’re seeking a Customer Success Manager to oversee various managerial functions for our Customer Success team ensuring high quality, cost effective service is provided to our outside sales force, customer base and internal resources within the company. If you’re seeking experience and growth in a personable, stable yet thriving environment, our Customer Success Manager could be a match for you!

A little about us

Applying for a new job is a little like entering uncharted territory. We want you to feel 100% confident about the application process, the position and our company before committing your time to apply, so that none of the above comes as a surprise. Let’s start with some information about Chem-Aqua so you can get to know us better.

Chem-Aqua is a subsidiary company of NCH Corporation, a privately held, family-owned, global business headquartered in Irving, Texas, near Dallas. NCH has more than 7,500 employees, offices and facilities on six continents, and clients in more than 50 countries. This includes the corporate headquarters as well as the other subsidiary companies. We clean and conserve water, save energy, and deliver best-in-class maintenance solutions, with a focus on industrial and commercial businesses.

• About Chem-Aqua and our history
• Our products and solutions
• NCH brands and divisions  

Culture and benefits

We’re a global company with a family feel, offering the same benefits of an international corporation with the personal relationships of a small business. Working in our small teams and close-knit environment, you’d never guess we had a 7,500+ employee head count. We realize a job is more than just a job – it’s an extension of your life and family – and we’re committed to maintaining just that. For us, culture is not just a perk; it’s essential to how we thrive. And that’s speaking for 100 years in the business!

• Employee-centric environment (regular corporate activities, personal relationships, small teams)
• Family-first attitude (work-life balance support, flexible hours)
• Approachable leadership (collaboration with top leaders, open-door policy)
• Growth-oriented mindset (autonomy, creative freedom to explore new ideas)
• Paid vacation and holiday leave
• Wellness initiatives (on-site fitness facility and cafeteria, treadmill conference room, walking trail)
• Community involvement (volunteering, fundraisers, charity events, school sponsorships and donations)
• Employee recognition programs (appreciation week, awards and ceremonies)
• Personal and professional development and growth
• Tuition reimbursement
• Financial wellness (retirement options, 401(k) match, employee credit union)
• Benefits package (medical, dental, vision, life, long and short-term disability)

If this sounds like a fit for you so far, keep reading.

Overall Mission:

• Actively participate in a collaborative, team environment
• One Call Does it all Attitude – OWN the process of resolution between internal departments and our field force
• Provide creative solutions for representative/customer issues/needs
• Deliver best in class customer service to internal/external customers

Responsibilities:

• Schedule and monitor the work of non-exempt associates
• Conduct interviewing/screening and hiring of non-exempt associates & provide employee reviews/evaluations.
• Provide resolution of escalated customer service issues or high priority customer service
• Evaluate and determine system needs and changes required in Oracle, GOE and Salesforce.com
• Review performance key indicators and develop processes to improve employee performance and customer service.
• Provide Project Management Oversight on customer data and billing data for acquired companies
• Manage daily activities of entire Customer Success Group including off shore employees
• Performs other related duties as required.    

Position Requirements: 

• 5 or more years in related Customer service experience,
• Past supervisory experience required
• Basic knowledge of Microsoft Office (Word and Excel)
• Salesforce experience a plus
• Superior time management and multi-tasking skills
• Strong problem solving skills
• Excellent phone communication

Sound like a fit for you?

If yes, jump aboard, and apply today.

For next steps, expect a direct phone or email response once we are able to review your application. We are committed to responding to all applicants, no matter the outcome, so we appreciate your patience to allow time for this. In the meantime, learn more about Chem-Aqua and our culture by checking out our LinkedIn or Facebook pages.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.