Description
Who You Are
The Customer Success Engineer is responsible for providing ongoing support, strategic guidance, and technical expertise to customers while creating a positive customer experience and serving as the liaison between customers and internal teams.
The Customer Success Engineer focuses on developing long-term customer relationships, increasing customer satisfaction, maximizing solution adoption, minimizing customer churn, and identifying opportunities for account growth. This position combines customer success, technical consulting, account management, and customer advocacy responsibilities to ensure customers realize maximum value from DUMAC's products, services, and technology solutions.
What You'll Do
• Serve as the primary post-implementation customer relationship owner for assigned accounts
• Support customers transitioning from the sales and implementation cycle into ongoing operations
• Develop and maintain strong working relationships with customer stakeholders, operational leaders, and executive sponsors
• Conduct regular customer meetings, business reviews, and strategic planning sessions
• Assist customers with setting up, navigating, optimizing, and expanding utilization of DUMAC solutions and services
• Promote the value of DUMAC products, software solutions, managed services, professional services, and strategic offerings
• Monitor customer health, satisfaction, adoption metrics, and account activity
• Create and maintain customer success plans that support customer business goals and technology roadmaps
• Expand revenue potential through cross-selling and upselling of DUMAC products and services
• Assist with customer retention initiatives, contract renewals, and account growth planning
• Create and distribute training courses, educational materials, and customer enablement resources
• Respond to complex technical and operational issues generated by enterprise and strategic customers
• Coordinate customer escalations and resolution efforts with internal teams
• Provide feedback regarding product performance, enhancement requests, and market trends
• Maintain technical competency in DUMAC products and partner technologies
• Support customers transitioning from the sales and implementation cycle into ongoing operations
• Develop and maintain strong working relationships with customer stakeholders, operational leaders, and executive sponsors
• Conduct regular customer meetings, business reviews, and strategic planning sessions
• Assist customers with setting up, navigating, optimizing, and expanding utilization of DUMAC solutions and services
• Promote the value of DUMAC products, software solutions, managed services, professional services, and strategic offerings
• Monitor customer health, satisfaction, adoption metrics, and account activity
• Create and maintain customer success plans that support customer business goals and technology roadmaps
• Expand revenue potential through cross-selling and upselling of DUMAC products and services
• Assist with customer retention initiatives, contract renewals, and account growth planning
• Create and distribute training courses, educational materials, and customer enablement resources
• Respond to complex technical and operational issues generated by enterprise and strategic customers
• Coordinate customer escalations and resolution efforts with internal teams
• Provide feedback regarding product performance, enhancement requests, and market trends
• Maintain technical competency in DUMAC products and partner technologies
What You Bring to the Team
• Customer Retention Rate
• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Health Score
• Quarterly Business Reviews Completed
• Expansion Revenue
• Referenceable Customer Growth
• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Health Score
• Quarterly Business Reviews Completed
• Expansion Revenue
• Referenceable Customer Growth
Preferred Qualifications
• Bachelor's degree, Associate degree, or equivalent experience in a related field
• Five (5) or more years of experience in Customer Success, Account Management, Technical Account Management, Professional Services, or related customer-facing roles
• Excellent written, verbal, presentation, and interpersonal communication skills
• Demonstrated ability to build trusted customer relationships and manage strategic accounts
• Strong organizational and project management skills
• Strong technical aptitude and ability to understand software, infrastructure, and integrated technology solutions
• Proficiency in Microsoft Office programs including Outlook, Word, Excel, and PowerPoint
• Experience utilizing CRM and customer management platforms
• Five (5) or more years of experience in Customer Success, Account Management, Technical Account Management, Professional Services, or related customer-facing roles
• Excellent written, verbal, presentation, and interpersonal communication skills
• Demonstrated ability to build trusted customer relationships and manage strategic accounts
• Strong organizational and project management skills
• Strong technical aptitude and ability to understand software, infrastructure, and integrated technology solutions
• Proficiency in Microsoft Office programs including Outlook, Word, Excel, and PowerPoint
• Experience utilizing CRM and customer management platforms
Desired/Preferred Qualifications
• Strong knowledge of Point of Sale technology with experience supporting related retail technology solutions
• Experience supporting grocery, convenience store, petroleum, restaurant, or retail technology customers
• Excellent problem-solving and analytical skills
• Experience conducting Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs)
• Experience within SaaS, Managed Services, Technology Services, or Retail Technology organization
• Experience supporting grocery, convenience store, petroleum, restaurant, or retail technology customers
• Excellent problem-solving and analytical skills
• Experience conducting Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs)
• Experience within SaaS, Managed Services, Technology Services, or Retail Technology organization
Work Environment
Ability to handle multiple priorities and demands in a fast-paced environment. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, Microsoft Office applications, phones, photocopiers, filing cabinets and fax machines.
Physical Environment
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
Physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.
- Must be able to sit for prolong periods of time
Other Duties/Changes
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by DUMAC.
This job description is not designed to cover or contain a comprehensive listing of all duties, responsibilities or activities that are required of a team member for this job. Duties, responsibilities and activities may change at any time with or without notice. At any point in time, the essential functions and primary duties associated with this position will be the principal, major or most important duties, responsibilities and activities that the employee is expected to perform as determined and directed by DUMAC.
Compensation
Base pay offered may vary depending on several factors including geographical location, skills, education, certifications, and experience. The total compensation package may also include other elements in addition to a full range of medical, financial and/or other benefits (401(k) eligibility, PTO), dependent on the position. If hired, employees will be in an “at-will” position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department performance, and market factors.
EEO Statement
DUMAC Business Systems, Inc. provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, parental status, genetic information, political affiliation, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
DUMAC Business Systems, Inc. provides equal employment opportunities (EEO) to all team members and applicants for employment opportunities. All qualified applicants will receive consideration for employment, and all team members will be treated with respect to their employment, without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, parental status, genetic information, political affiliation, disability or veteran status. For further details please view the Equal Employment Opportunity Posters provided by OFCCP. http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
Summary
A third-generation family-owned company, DUMAC is a leading solutions provider connecting point-of-sale software and hardware through professional services for the grocery/supermarket and the convenience fuel retail industries.
Guided by our principle beliefs of innovation, agility, and commitment, DUMAC is dedicated to delivering innovative commerce solutions that provide our partners with offerings that enrich the experience of all the individuals they serve. Building on a heritage of 70 years of successful implementation and integration, DUMAC delivers the next generation of industry-leading technology solutions and support.
5+ years in customer success, account management, technical account management, professional services, or related customer-facing roles; strong technical aptitude, communication, organization, and Microsoft Office proficiency.
Key Responsibilities
- managing accounts
- supporting customers
- driving adoption
Skills & Tools
Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, CRM, Point of Sale
Job Details
- Category: Customer Service
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — East Syracuse or Syracuse or Edmond or United States
- Languages: English
Benefits
- Retirement plan
About DUMAC Business Systems
A family-owned technology solutions provider connecting point-of-sale software and hardware through professional services for retail industries. — Industry: Information Technology