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About the Role
Dover Fueling Solutions (DFS) is seeking a Sr. Customer Success Manager to lead the Customer Success team, day-to-day operations, and future strategy. This role involves representing business-critical platforms for diverse customers, from single-site operators to major brands. The ideal candidate will have extensive Customer Success experience, leadership/management experience, and a passion for customer service within the convenience store/fueling industry.
Responsibilities
- Foster a growth mindset and positive culture within the team.
- Represent customers and influence product development for optimal outcomes.
- Ensure excellent customer experience, measured by account retention and expansion.
- Lead the team in developing scalable best practices and improving processes.
- Collaborate across departments to integrate visions and ensure a consistent customer experience.
- Anticipate customer needs and proactively create resources to solve issues before escalation.
- Manage escalations effectively to ensure quick and satisfactory resolution.
Requirements
- 5-7 years of experience in Customer Success, Account Management, or Customer Support.
- Experience with cloud-based solutions and successful customer deployment.
- Proven track record of onboarding enterprise-level customers.
- Ability to analyze and improve existing processes with an emphasis on scalable strategies.
- Understanding of software development processes and development premises.
- Strong interpersonal skills for building long-term relationships and cross-functional work.
- Excellent problem-solving and critical-thinking abilities with a customer-focused and proactive approach.
- Strong familiarity with CRM tools and SharePoint workflows.
- Experience in the convenience store / retail fueling industry is preferred.
Skills
- Customer Success
- Account Management
- Customer Support
- Team Leadership
- Customer Advocacy
- Key Account Retention
- Process Improvement
- Operational Excellence
- Cross-team Collaboration
- Problem-Solving
- Critical-Thinking
- CRM Tools
- SharePoint Workflows
Location
- Austin, TX
Work Type
- Full-time
Experience Level
- Senior
Education Level
- Bachelor's degree preferred
Salary/Compensations
- Eligible to earn a discretionary bonus based on performance metrics and other criteria.
About the Company
- Dover Fueling Solutions (DFS) is taking fueling and convenience retail to the next level, driven by a passion for excellence and a focus on its people.
- DFS is part of a legacy of leadership, comprising trusted, leading-edge brands in the industry.
- As part of Dover Corporation, DFS provides advanced fuel-dispensing equipment, clean energy solutions, systems and payment, automatic tank gauging, and wet stock-management solutions.
- DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies.
- Headquartered in Austin, TX, DFS has a significant global technology development and manufacturing presence.
Equal Opportunity
- 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.