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Saas Customer Solution Lead

Date: Jul 30, 2021

Location: Watertown, MA, US

Company: Dover Corporation

<span style="font-family:"Calibri",sans-serif">Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com. 

Summary:

The SaaS Customer success & solutions lead works directly with external customers and internal stakeholders to develop strategy and solutions that drives customer success and revenue growth. The ideal candidate will be a natural leader with excellent verbal/communications skills, a thoughtful persuasive personal style and a focus on driving results. Self-starter who is comfortable in a project-oriented environment and can translate strategy into action. This role will report to the VP, Software Engineering.

Your commercial mindset and focus on customer success will be critical to winning and growing customer relationships. You will be accountable for the following areas: how we set expectations during the sales cycle, how we transition from sales to success, how we implement and optimize utilization of our SaaS products, how we prevent and resolve customer challenges.

 

Essential Duties and Responsibilities:

 

Develop and maintain SaaS operations strategies to facilitate growth & drive customer value

  • Lead customer solutions for various SaaS products
  • Establish and evolve reporting on SLAs, KPIs, and other relevant insights; regularly present data to leadership
  • Provide technical and project leadership to drive Customer projects into implementation, using a consultative approach and project management skills
  • Establish a repeatable process to deliver customer solutions in a predictable delivery manner
  • Act as liaison between sales, customers, development and solutions teams
  • Establish clear and measurable goals for the SaaS solutions teams; develop applicable metrics and track achievement of goals
  • Act as a change agent, systematically driving continuous improvement and operational excellence
  • Stay abreast of overall business targets, schedules, and activities
  • Work closely with other functions to be the voice of the customer, providing insight and metrics on historic and anticipated challenges
  • Translate requirements into scope of work (Ex. Project Charter, Business Requirement Documents)
  • Build & lead a team who will guide their customers to success at the business ROI, user adoption and technical levels.
  • Responsible for hiring, scheduling, formal training, informal coaching, career development and performance management
  • Be player-coach and provide hands-on leadership to the team.
  • Support and maintain high morale among the team

Qualifications and Experience:

  • Minimum BS in Computer Science or similar.
  • Atleast 5 years in customer solutions management with teams of size 10+
  • Atleast 5 years in Java, C++, .NET project development experience
  • Atleast 3 years in AWS, Azure Cloud IaaS, PaaS and also secure REST API experience
  • Atleast 5 years experience in working with SQL, NoSQL databases
  • Experience in data cleansing, data normalization techniques
  • Proven experience of working with customers from requirements collection to project execution in a structured, process oriented manner
  • Solid experience with Project management/Documentation tools such as Jira, confluence
  • Strategic thinker with excellent interpersonal and organizational skills, and cross-team capability
  • Proven ability to decompose complex opportunities and problems into well-defined projects
  • Detail-oriented with strong project management and operational skills
  • Exceptional story-telling presentation, communication and writing skills
  • Strong analytical and quantitative skills, expertise in visually telling a story with data to secure alignment, and are proficient in Excel, PowerPoint, and project management tools & software
  • Demonstrated leadership and vision in managing major cross-functional projects or initiatives that touch multiple senior business partners
  • Excellent interpersonal skills and a collaborative management style, with a strong “ownership” mentality and a bias for action

 

Leadership competencies aligned with Dover and expected for this job level:

  • Strategic Mindset: Has understanding of global industry or market; creates breakthrough strategies that alter the competitive dynamics in a market and establishes a series of competitive advantages yielding profitability that exceeds expectations for the organization.
  • Customer Impact: Creates value for customers addressing known and unknown needs. Knows and understands all aspects of the global market, including economics, products and services, channels, the customers and their end-markets.
  • Results-Driven: Produces results that exceed Dover’s strategic objectives via a combination of planning and implementation, while living the Dover Values. Highly organized and efficient in approaching tasks, a self-starter with ability to problem solve proactively
  • Builds and Manages Collaborative Relationships: Establishes and nurtures numerous relationships within Dover. Takes action to partner with the communities in which we operate and to be an appropriate corporate citizen

 

STATEMENT OF NON-INCLUSIVITY

This job description is not to be construed as a complete listing of the duties and responsibilities that may be given to any employee.  The duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.

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.

This position may be located in: Americas : United States : Massachusetts : Watertown

Sub Division : Dover Corporation

Job Requisition ID : 37700


Nearest Major Market: Boston

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