Senior Manager, Customer Success

Overall Scope:

Dover Fueling Solutions is seeking a Sr. Customer Success Manager whose primary role is to lead our Customer Success team, day-to-day operations and future strategy. The role centers around representing business-critical platforms that serve unique customers of varying sizes, ranging from single-site gas station operators to some of the largest brands in the world.

As a team leader, you will manage a group of product line specialists focused on delivering an exceptional customer experience for varying products: Media and Marketing Platforms, Remote Diagnostic Tools, Fleet Fueling Management Systems, Point of Sale Terminals, Tank Management Solutions, EV Charging management and more.

The ideal candidate has extensive Customer Success experience, including some experience leading and/or managing, plus experience in the convenience store / fueling industry and is passionate about customer service, customer satisfaction, and collaboration.

Responsibilities:

* Team Leadership: Foster a growth mindset and positive culture that shows in the way the team shows up for our customers, our company, and themselves.
* Customer Advocacy: Represent our customers and be prepared to influence product development to ensure the best outcomes for our customers and our company. Every CSM is encouraged to perform with a "Chief Customer Officer" mentality.
* Key Account Retention and Growth: Understand our customers' needs, uncover their long-term visions, and ensure an excellent customer experience. Success will be measured by account retention and expansion.

* Process and Operational Excellence: DFS constantly works to improve every process, at every level of the organization. Together, we solve problems faster. Lead the team in developing scalable best practices.
* Cross-team Collaboration: Customer Success team members work with customers, while the Customer Success team lead must work across departments to bring the vision together. Many customers purchase more than 1 solution from DFS and are seeking a consistent, excellent experience across product lines.
* Prevent and Manage Escalations: Motivate your team to anticipate customer needs and proactively create resources that solve issues, before a point of escalation. When escalations do occur, manage them as a team and ensure customer concerns are resolved quickly and effectively.

Requirements:

* 5-7 years' experience in Customer Success, Account Management, or Customer Support.

* Bachelor's degree preferred.

* Experience with cloud-based solutions and proven success in deploying customers onto them.
* Proven track record of onboarding customers at an enterprise level.
* Ability to analyze and improve existing processes, with an emphasis on scalable strategies.

* Understand software development processes and development premises.
* Strong interpersonal 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.
* Strong familiarity with CRM tools and SharePoint workflows.
* Experience in the convenience store / retail fueling industry is preferred.

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