Customer Success Manager - Remote Opportunity
About the Role
We are seeking a Customer Success Manager to join our team at Dover Fueling Solutions (DFS). This remote Customer Success Manager position allows you to work with innovative software products in the fueling industry while ensuring our customers receive the value they seek. You will be the primary point of contact for our customers, fostering long-term loyalty and ensuring excellent customer experience.
What You'll Do
- Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation and adoption.
- Conduct regular check-ins and business reviews with strategic customers to assess progress, gather feedback, and work towards their definitions of success.
- Gather critical Voice of Customer (VOC) data points and present to stakeholders to represent customer needs among roadmap development.
- Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.
- Anticipate customer needs and proactively create resources that close knowledge gaps before a point of escalation.
- Manage customer escalations and ensure issues are resolved quickly and effectively.
- Communicate and collaborate seamlessly with internal teams to deliver results for external customers.
Requirements
- 3-5 years of experience in Customer Success, Account Management, Customer Support, or Product Support.
- Proficiency in Microsoft Excel and ability to analyze and summarize large data sets.
- Experience with cloud-based solutions as a power user or product representative.
- Strong interpersonal and communication skills with the ability to build and maintain long-term relationships.
- Excellent problem-solving and critical-thinking abilities with a customer-focused mindset.
- Familiarity with CRM tools and SharePoint workflows.
Nice to Have
- Experience leading SaaS product demos.
- Experience managing enterprise-level accounts.
- General knowledge of Industrial IoT operations.
- Relevant certification in Customer Success.
- Experience in the retail petroleum industry.
What We Offer
- Competitive salary range of $88,377 - $115,680 annually.
- 401(k) savings plan with employer contributions.
- Comprehensive medical, dental, and vision insurance.
- Wellness programs and health savings accounts.
- Paid time off and various leaves of absence.
- Employee assistance program including counseling sessions and legal services.
- Opportunities for professional growth and development.
This Customer Success Manager role at Dover offers a unique opportunity to work remotely while contributing to innovative fueling solutions. With a competitive salary and comprehensive benefits, it's an attractive position for those passionate about customer success.
Who Will Succeed Here
Proficient in using CRM tools such as Salesforce or HubSpot to track customer interactions and analyze customer data, ensuring proactive customer engagement.
Strong analytical mindset with advanced skills in Microsoft Excel for data analysis, capable of interpreting customer data to derive actionable insights for enhancing customer satisfaction.
Self-motivated and adaptable, thriving in a remote work environment while maintaining effective communication and relationship-building with clients across various time zones.
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