Customer Success Manager- Technical Support
About The Position
Dover Precision Components is hiring a Customer Success Manager for our FW Murphy Production Controls brand, located at our Rosenberg, TX facility. This role may also be based at our San Antonio, TX location for the right candidate. We offer competitive pay and benefits and the ability to be a key contributor with our stable, growing, and innovative company. If you have technical computer skills, including knowledge base in communications hardware and system configuration, and great communication skills, we’d like to hear from you! The Customer Success Manager (CSM) is responsible for managing client relationships for our proprietary IoT services post-sale, ensuring customer satisfaction, retention and growth. This role acts as trusted advisor, helping clients derive maximum value from the company’s product and services. CSM collaborates cross-functionally with Sales, Support and Product teams to drive customer outcomes and ensure seamless customer experience. The CSM will be a technical expert in assigned product lines with hardware and software that is applicable.
Requirements
- Associate or bachelor’s degree in business, computer science, or related field. In lieu of degree, relevant work experience may be considered.
- At least 3+ years in customer success, technical customer support, account management, or similar client-facing role for a technical product.
- Strong communication, problem-solving and relationship-building skills.
- Experience with Microsoft Excel, Microsoft Power Point, and Word.
- Proven ability to work in a matrixed organization.
- Ability to manage multiple priorities and work cross-functionally.
Nice To Haves
- Experience supporting / selling digital IoT or connected equipment solutions is strongly preferred.
- Experience with automated control solutions.
- Experience in oil and gas production and/or natural gas compressor industries.
Responsibilities
- Serve as the primary point of contact for assigned customers post sales.
- Drive customer onboarding, adoption and on-going engagement.
- Conduct regular check-ins and business reviews of sales to ensure that customer goals are being met.
- Monitor customer health metrics and proactively manage risk.
- Identify upselling and renewal opportunities in partnership with sales.
- Reduce overall churn rate for digital products.
- Advocate for customers internally by providing real time feedback and data to Product and Support teams.
- Maintain accurate records in CRM systems and customer success tools.
- Provide advanced technical support for the assigned product lines. (Programming, Hardware Troubleshooting, Data Troubleshooting).
- Answer Helpdesk tickets through FW Murphy assigned software for customer support inquiries for assigned product lines.
- Provide in-depth technical training either on customer sites or virtual training courses for assigned product lines.
Benefits
- a 401(k) savings plan with employer contributions
- medical, dental and vision insurance
- wellness programs
- health savings account
- health care and dependent care flexible spending accounts
- company paid short-term disability and long-term disability
- company paid employee basic life and AD&D insurance
- supplemental employee and dependent life insurance
- optional accident, hospital indemnity and critical illness insurance
- adoption, surrogacy, and fertility benefits and assistance
- commuter benefits
- parental, military, jury duty, and bereavement leaves of absence
- paid time off, including business travel services
- employee discounts
- an employee assistance program that includes company paid counseling sessions and legal services
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
