Customer Success Manager

Dover Corporation•Austin, TX

20h•Hybrid

About The Position

At Dover Fueling Solutions (DFS), a Dover company we are taking fueling and convenience retail to the next level. We are passionate about cultivating excellence in everything we do, but what really fuels us is our people. They’re the heart of our company. As an employee, our promise to you is that you’ll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects – both locally and globally – will challenge you and allow you to pursue different and rewarding career paths. Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States. Based in Downers Grove, IL, Dover Corporation® (NYSE: DOV). Dover is a diversified global manufacturer and solutions provider with annual revenue of approximately $8 billion. Overall Scope: Dover Fueling Solutions, one of the world’s leading suppliers of fuel dispensers, payment terminals, forecourt control devices, point-of-sale and other measurement and control solutions to the retail and commercial fueling industry is seeking a Customer Success Manager whose primary role is to be the primary point of contact for our customers, representing innovative software products in the fueling industry. As a CSM, you will be responsible for understanding our customers’ needs, ensuring excellent customer experience, fostering long-term loyalty, and guaranteeing our customers receive the value they’re seeking from our solutions. You will be crucial in helping us build strong, lasting relationships with our customers. The ideal candidate is passionate about customer service, satisfaction, and success, with excellent communication skills. A successful CSM will be comfortable working across departments internally, and across varying customer types- ranging from single-site gas stations to international brands.

Requirements

3-5 years’ experience in previous Customer Success, Account Management, Customer Support, or Product Support is required.
Proficiency in Microsoft Excel.
Ability to analyze and summarize large data sets.
Experience with cloud-based solutions, as a power user or product representative.
Understand software development processes and development premises.
Understand remote diagnostic tools and value-added benefits.
Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
Ability to analyze customer data and usage trends to identify areas of improvement.
Strong familiarity with CRM tools and SharePoint workflows.

Nice To Haves

Experience leading SaaS product demos is preferred
Experience managing enterprise-level accounts is preferred.
General Knowledge of Industrial IOT operations is preferred.
Relevant certification in Customer Success professional field is preferred.
Experience in the retail petroleum industry is a plus.

Responsibilities

Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation and adoption.
Conduct regular check-ins and business reviews with strategic customers to assess progress, gather feedback, and work towards their definitions of success.
Gather critical Voice of Customer (VOC) data points, and present to stakeholders to represent customer needs among roadmap development.
Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage. Scalable strategies are required such as hosting Open Office Hours events, or webinars.
Anticipate customer needs and proactively create resources that close knowledge gaps, before a point of escalation. When they do occur, manage customer escalations and ensure issues are resolved quickly and effectively.
Communicate and collaborate. Work seamlessly with internal teams to deliver results for external customers.

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