Sr. Customer Success Manager - SolarWinds

Your Role:

Responsible for actively managing larger customer accounts to position the value of SolarWinds customer success programs. Creates a powerful customer experience ensuring strong retention rates, product adoption, and customer advocacy. Engages with customers to obtain valuable feedback that will allow SolarWinds to create a stronger overall customer experience.

Your Impact:

• Act as the primary relationship holder and point of contact throughout deployment.
• Maintain regular contact with larger assigned accounts.
• Regularly deliver value conversations related to SolarWinds product offerings, relevant industry trends, corporate updates, and detailed account business reviews.
• Impact retention rate, increase product adoption, and ensure customers fulfil their roles as advocates for SolarWinds.
• Recommend process changes to customer success leadership.
• Record customer details, profile data, and activities in CRM.
• Identify at-risk customers and work to help turn their experiences around by utilizing customer success programs such as training, support, Premier Support, Success Center, etc.
• Anticipate potential issues within customer base. Create action plans to resolve.
• Follow up with customers who provide csat/dsat support surveys. Gather additional details about the customer experience. Look for trends where the organization can work cross-functionally to create stronger customer experiences.
• Be the voice of the customer internally, providing feedback to all relevant departments.

Your Experience:

Basic Qualifications

• Very strong written and verbal communicator
• Strong problem-solving skills
• Experience working with Tech Touch such as Gainsight
• Advanced Microsoft Suite skills
• CRM and or ERP experience (Salesforce, NetSuite, etc.)
• Advanced technical acumen e.g., understanding of networks, software, licensing
• Strong understanding of how to engage and excite a customer, ensuring a powerful customer experience
• Proven experience of working towards goals, KPIs, and other measures
• SaaS experience is an asset

Preferred qualifications

• 3-5 years of experience working in an account management, sales, or a customer success/retention role