Senior Customer Success Manager, ITSM

At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!

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.
• 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.

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