Customer Success Manager

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.

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.

Required Skills:

* 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.

Preferred Qualifications:

* 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.

We are #EnergizedByGrowth.

DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry. As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail. Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies. 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.

Work Arrangement: Hybrid in Austin, TX/Remote Dallas, TX or Chicago, IL

Pay Range: $88,377 - $115,680 annually

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position's responsibilities, a candidate's work experience, a candidate's education/training, the position's location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

Benefits for this position include: 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; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.

All qualified applicants will receive consideration for employment without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Attention Applicants: If you are an individual with a disability and require reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact dfs.hrinquiries@doverfs.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Job Function:

LI-SB2