Customer Success Manager- IoT

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!

WHAT YOU’LL DO

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. Key responsibilities include:

• 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.

WHAT YOU’LL BRING

• 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.

ALSO GREAT IF YOU BRING/ PREFERENCES

• Experience supporting / selling digital IoT or connected equipment solutions is strongly preferred.

DOVER PRECISION COMPONENTS

Dover Precision Components ‘DPC’ (‘the Company’) is part of Dover Corporation’s (‘the Parent Company’) Pumps and Process solutions segment. DPC holds market leading positions globally and delivers performance-critical solutions across the oil & gas, power generation, marine, industrial, chemical and general processing markets. We design and manufacture mission-critical equipment components to deliver more affordable, cleaner energy solutions and enable manufacturers to operate more efficiently.

WE DELIVER CUSTOMER SUCCESS​

Dover Precision Components delivers products and services that enhance performance, improve safety, reduce carbon emissions, and accelerate clean energy adoption, through collaborative Customer relationships, expert engineering, and an innovative culture. Our strong Company portfolio is comprised of long products and services offered under Cook Compression, Cook Mechanical Field Services, Waukesha Bearings, Waukesha Magnetic Bearings, Inpro/Seal, Bearings Plus, and FW Murphy Production Controls. Our global footprint reaches more than twelve locations in the Americas and more than six locations in Europe and China.

BUILDING POTENTIAL. SUSTAINING PERFORMANCE. BOOSTING FUTURES.

We are diligent in recognizing our employees’ needs and providing an enriching experience through professional developmental opportunities. Our authentic, collaborative company culture, combined with a competitive suite of health and welfare offerings, emulates who we are.

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: 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 on the basis of race, color, 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 a 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 hr@doverprecision.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

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