Customer Success Manager

Date: May 12, 2021

Location: Austin, US, 78726

Company: Dover Corporation

Job Requisition ID: 36733 

Department: Manuf. & Operations (DEPT_MFGOP) 


Dover Fueling Solutions (DFS), comprised of the most trusted names in the fuel industry, are global leaders in driving innovation for over 100 years. DFS, the industry's 1st end-to-end fueling solution, provides advanced fuel-dispensing equipment, including systems and payment, automatic tank gauging and wet stock-management solutions. The DFS business is comprised of industry leading brands including Tokheim, Wayne Fueling Systems, Fairbanks, ProGauge, ClearView and OPW Fuel Management Systems. We lead every market we serve with focused expertise, progressive thinking and customer-inspired innovation in order to push the boundaries of performance for our customers and shareholders. To learn more about DFS, visit www.doverfuelingsolutions.com. DFS is part of the Fluids segment of Dover Corporation (NYSE: DOV).




The Customer Success Manager (CSM) will be responsible for supporting customers as they transition from sales prospects to active users of Dover Fueling Solutions (DFS) equipment and solutions.  This position will have a strong focus on customer loyalty and building long-term client relationships during the subscription period to enhance the customer experience and increase chances of subscription renewal.  The CSM will own the customer experience from pre-installation to post-implementation and ensure customer success with Wayne products and DFS solutions.  This position will work closely with commercial representatives and product managers to convey customer information, best-practices, product enhancement opportunities and process improvement ideas.  The ultimate objective for the CSM is to ensure customers and prospective customers fully understand the value add of DFS products and utilize them to their full potential.


Key Responsibilities:

  • Proactively look out for customers’ business, suggesting new and innovative ways to keep them succeeding, satisfied and engaged with DFS products
  • Take ownership of new accounts and ensure successful registration, training, onboarding, and adoption of the solution
  • Become a trusted advisor to educate customers on how to best leverage their investment
  • Build strong relationships with customers to understand their business needs and ensure their success with DFS solutions
  • Address questions on product functionality with customer stakeholders
  • Provide support throughout all aspects of the subscription delivery and renewal process
  • Provide and arrange ongoing product and solution training
  • Communicate solution recommendations to Product Management, based on customer interaction and experience
  • Ensure customers realize the benefits and full functionality of the solution
  • Work with account managers to assess and communicate ROI throughout the customer lifecycle (e.g., Business Reviews, etc.)
  • Proactively engage with customers in order to understand changes and updates to their needs, goals, and challenges
  • Through everyday responsibilities, the CSM will grow adoption of DFS across different teams and departments within an account


Candidate Experience and Qualification:

  • Bachelor’s Degree in business, communications or similar
  • The ideal candidate loves a good challenge and learning new skills, technology and more. They embody growth mindset.
  • Enjoys working in a team environment, supporting teammates in pursuit of common goals and working with colleagues to drive customer value.
  • Self-motivated, dedicated and strong attention to detail.
  • Energized by the challenge of serving customers at a high level with all the work that you do.
  • Understands how customers can use products and has the ability to build strong relationships and drive deep product adoption
  • Excellent organizational skills to produce quality work within the required directive and scheduled timelines
  • Exceptional oral and written communication skills
  • Experience developing and clearly articulating recommended solution enhancements to Product Management
  • Strong initiative and ability to influence events in order to ensure customer success
  • Excellent customer service skills with the ability to work under pressure and interface with commercial, solutions organization, and customers
  • Strong business acumen
  • Creative problem-solving capabilities
  • Training and user adoption experience
  • Tech savvy individual who has the ability to learn our products quickly and train our customers on how to get the most out of our products.
  • Requires knowledge around file types and image/video conversion tools.
  • Inside sales experience a plus
  • Marketing and/or advertising experience a plus
  • Salesforce.com skills a plus
  • Minimal after hours and weekend work may be required



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

This position may be located in: Americas : United States : Texas : Austin


Nearest Major Market: Austin

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