Contracts Account Manager

Date: Aug 6, 2022

Location: Skelmersdale, GB

Company: Dover Corporation

Company Overview:

DFS is a leading global provider of advanced customer focused technologies, services and solutions in the fuel and convenience retail industries. We are motivated by our culture of cultivating excellence and growth for our people and our company. We are a team committed to doing great things. We are head quartered in Austin, Texas, with a significant manufacturing and technology development presence around the world.

 

Position Summary:

The Contracts Account Manager (CAM) will be responsible for supporting customers as they transition from sales prospects to active users of Dover Fueling Solutions (DFS) solutions and then onward through the contract duration. This position will have a strong focus on customer loyalty and building long-term client relationships during the contracted period to enhance the customer experience and increase chances of contract renewal. The CAM will own the customer experience from post-implementation through the life of the contract and ensure customer success with DFS. 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 CAM is to ensure 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
  • 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 contract term 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
  • 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
  • Monitor the service performance of each account, within a portfolio of accounts, by ensuring KPIs against a client’s contract are regularly monitored, reviewed and maintained
  • Through everyday responsibilities, the CSM will grow adoption of DFS across different teams and departments within an account to promote continuous development and improvement

 

Candidate Experience and Qualification:

  • Experience developing and clearly articulating recommended solution enhancements to Product Management
  • Previous, proven experience of analysing data and producing reports is essential to this role
  • 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
  • Understand how customers can use our products and have the ability to build strong relationships and drive deep product adoption
  • Exceptional oral and written communication skills
  • 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

 

 

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 United Kingdom: Skelmersdale


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