At a glanceSummarised by Seekless from the posting.
Must have15
Strong customer service skills and ability to manage customers during escalations
Ability to identify and drive business outcomes based on customer's use case and priorities
Demonstrated ability to make data-driven decisions to drive product and service performance
Good understanding of IT technologies, including database, networking, and security
Ability to build and sustain relationships with key customer stakeholders
Project management, risk management, critical thinking, and problem-solving skills
Strong communication and presentation skills
Excellent communication and presentation skills
Demonstrated experience managing mid-market or enterprise customers
Ability to adapt communication and conversations to different audiences
Minimum of 5 years of relevant experience in the IT industry in a customer-facing role such as Customer Success Manager, Technical Account Manager, Technical Support Engineer, or Sales Engineer
Strong understanding of networking and security products, as well as enterprise network infrastructure
General understanding of cloud concepts
Experience with CRM and/or ERP platforms, such as Salesforce, NetSuite, or Gainsight
Strong problem-solving and customer management skills
Nice to have8
SaaS experience is an asset
Advanced knowledge of the technologies listed above, including relevant certifications, is an advantage
Bachelor's degree in Computer Science, Computer Engineering, or a related field, or equivalent advanced industry certifications
Experience with SolarWinds products is an advantage
Industry-recognized Customer Success or project management certifications are an advantage
Hands-on experience with network troubleshooting tools, such as Wireshark and Fiddler, is an advantage
Experience in the information security or IT infrastructure industry is an advantage, including network, application, and server monitoring
Hands-on cloud experience and relevant cloud certifications are an advantage
Skills
Salesforce
NetSuite
Gainsight
Wireshark
Fiddler
About the company
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!
About the role
The Customer Success Manager (CSM) will be a trusted adviser to our key customers. This person will be responsible for developing and maintaining customer relationships by effectively driving adoption of our software to achieve customer retention, renewal, and upsell goals, while ensuring a best-in-class customer experience.
The ideal candidate should have the following skills:
•
Strong customer service skills and the ability to manage customers during escalations.
•
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.
•
A good understanding of IT technologies, including database, networking, and security.
•
Ability to build and sustain relationships with key customer stakeholders.
•
Project management, risk management, critical thinking, and problem-solving skills.
•
Strong communication and presentation skills
Your Impact:
•
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 empathy for 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
Your Experience:
•
Excellent communication and presentation skills.
•
Demonstrated experience managing mid-market or enterprise customers.
•
Ability to adapt communication and conversations to different audiences.
•
Minimum of 5 years of relevant experience in the IT industry in a customer-facing role, such as Customer Success Manager, Technical Account Manager, Technical Support Engineer, or Sales Engineer.
•
Strong understanding of networking and security products, as well as enterprise network infrastructure.
•
General understanding of cloud concepts.
•
Experience with CRM and/or ERP platforms, such as Salesforce, NetSuite, or Gainsight.
•
Strong problem-solving and customer management skills.
•
SaaS experience is an asset.
Preferred Experience:
•
Advanced knowledge of the technologies listed above, including relevant certifications, is an advantage.
•
A bachelor’s degree in Computer Science, Computer Engineering, or a related field, or equivalent advanced industry certifications, is an advantage.
•
Experience with SolarWinds products is an advantage.
•
Industry-recognized Customer Success or project management certifications are an advantage.
•
Hands-on experience with network troubleshooting tools, such as Wireshark and Fiddler, is an advantage.
•
Experience in the information security or IT infrastructure industry is an advantage, including network, application, and server monitoring.
•
Hands-on cloud experience and relevant cloud certifications are an advantage.
Legal
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