jobapplier

Customer Success Manager

solarwinds

Responsibilities

  • Support and educate customers about SolarWinds products and other use-case scenarios. Ensure revenue retention and identify opportunities to expand product adoption.
  • Understand customer’s business, strategic goals, and requirements to demonstrate value-delivered outcomes with SolarWinds products through regular value-based interactions, project planning, and internal collaboration with various departments
  • Conduct discussions and reviews with customers, developing in-depth understanding of their environments, use cases, and potential challenges
  • Proactively provide value for customers, by keeping them updated on strategic initiatives, relevant industry trends, and other important developments such as known issues, new features, or security fixes
  • Provide operational support to customers during escalations by working together with other internal functions and helping to ensure a satisfactory resolution
  • Become the voice of our customers within SolarWinds with a deep understanding and empathippmzing with the customer experience and representing and sharing their opinion with the department and SolarWinds Product Management and
  • Engineering teams.
  • Lead discussions with internal departments to help educate customers about SolarWinds product offering, use cases, and ROI and help define and scope future engagements.
  • Contribute to overall company net retention by working with the internal Sales and Renewals organizations to proactively identify and resolve potential customer churn scenarios and identify business expansion opportunities
  • Mentor and support our Customer Success team

Requirements

  • Ability to identify and drive business outcomes based on the customer’s use case and business priorities.
  • Demonstrated ability to make data-driven decisions to drive product and service performance.
  • Ability to build and sustain relationships with key customer stakeholders.
  • Project management, risk management, critical thinking, and problem-solving skills.
  • Strong understanding of networking and security products and enterprise network infrastructure
  • General understanding of cloud concepts

Preferred

  • Any advanced level knowledge in the technologies listed as basic understanding, including certifications is an advantage
  • Bachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications are an advantage

SolarWinds experience is an advantage

  • Industry recognized CSM certifications, project management certifications are an advantage
  • Hands-on experience with network troubleshooting like Wireshark, Fiddler, etc. is an advantage
  • Experience in information security or information infrastructure industry is an advantage
  • Understanding of databases (Microsoft SQL, PostgreSQL, MySQL, MongoDB, etc) is an advantage
  • Understanding of various routing and switching architectures (Cisco, Juniper, etc) is an advantage
  • Hands on cloud experience, cloud certifications are an advantage

Your Experience

Good verbal communication and presentation skills

Ability to adapt the conversation to your audience

  • Minimum 5+ years of relevant working experience in the IT Industry in a customer facing role i.e. Customer Success Manager, Technical Account Manager, Technical Support Engineer, Sales Engineer
  • Experience with web technologies (HTTP, DNS, TCP, UDP, SSL/TSL, ICMP)

Working knowledge of SQL Server is required

  • CRM and or ERP experience (Salesforce, NetSuite, Gainsight etc.)
  • Strong problem solving and customer management skills
  • SaaS experience is an asset

Preferred Experience

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