Senior Customer Success Manager, ITSM

Responsibilities

• 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.
• 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.

Basic Qualifications

Very strong written and verbal communicator

Strong problem-solving skills

Experience working with Tech Touch such as Gainsight or Totango

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

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

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

All applications are treated in accordance with the SolarWinds Privacy Notice:

https://www.solarwinds.com/applicant-privacy-notice