Customer Success Manager

  • Company:
    SolarWinds
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    2 days ago
  • Category:
    Customer Service

Job Description

Overview

SolarWinds MSP is the leading global provider of complete IT management and Automation solutions for Managed Service Providers (MSPs). Our award-winning product suite includes the industry’s #1 RMM Service Automation Platform and has a proven track record of helping MSPs standardise and automate the setup and delivery of IT services to achieve true scalability. We are passionate that the MSPs who use our products everyday should be excited about them. That’s why we put our users first in everything we do and strive to deliver powerful functionality while making their jobs easier.

Our award-winning Customer Success department is seeking experienced Customer Success Managers (CSM) to join us in our mission of creating customer advocates by delivering an effortless customer experience at every opportunity.

As a member of the Customer Success team, the CSM is the primary relationship holder between Solarwinds MSP and our partners. Leveraging their customer service experience, industry knowledge and relationship building skills, the CSM will work with partners to ensure they are achieving value with their existing subscriptions, drive new product adoption, and achieve retention targets by delivering a best in class customer experience.

Responsibilities

  • Act as the primary relationship holder and point of contact for partners in a defined territory.
  • Maintain regular contact with 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 partners are using SolarWinds best practices and leveraging SolarWinds support resources.
  • Drive awareness of SolarWinds suite of product offerings and identify new opportunities in collaboration with the sales team.
  • Identify at-risk customers and turn their experiences around by utilizing customer success programs and available resources.
  • Anticipate potential issues within customer base. Create action plans to resolve.
  • Proactively identify opportunities to increase customer value and/or resolve potential customer retention issues by acting as a customer advocate.
  • Follow up with partners who engage listening points. 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.
  • Record customer details, profile data and activities in CRM.
  • Qualifications

  • Have 2-3 years of account management, sales or customer service experience in the software industry
  • Demonstrated experience consistently achieving targets, KPI’s and other measures.
  • Understand how to engage and excite an audience, catering learning experiences for all skill and interest levels.
  • Excellent communication & presentation skills.
  • Excellent written and verbal communication skills
  • Experience collaborating directly with internal teams (Sales, Customer Support, Marketing)
  • Creative problem-solving skills and outside of the box thinking
  • Team focused mindset and ability to freely and open share knowledge with others
  • SaaS experience is an asset.
  • Previous MSP/Business Owner experience is an asset
  • Experience with Salesforce, Gainsight/Totango, and Tableau is an asset