Senior Customer Success Manager
SolarWinds
Fort Bonifacio, Taguig, Philippines
6d ago

Overview

The Customer Success Manager (CSM) will be a trusted adviser to our enterprise customers. He or she will be responsible for developing and maintaining customer relationships for an effective adoption of our software to achieve customer retention, renewals, and upsells 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 computer networks and IT 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.
  • Responsibilities

  • Implement an effective adoption strategy that will enable customers to meet and exceed their business goals for purchasing our products and services.
  • Develop engagement strategies in collaboration with customers for the delivery of Quarterly Business Reviews (QBRs), product performance reviews, and to discuss proactive recommendations for the customer’s deployment.
  • Ensure that the customer is on the fastest path to an effective adoption of our products and services (shortest time to value).
  • Develop and execute on success plans that target customers’ key strategic initiatives and pain points.
  • Work with sales, customer support, and product teams to improve service delivery efficiency and to ensure that customers are receiving a best-in-class experience during every interaction.
  • Proactively monitor renewal risks such as poor adoption, customer support issues, product limitations and work with a cross-functional team to quickly address any issue.
  • Ensure a smooth on-boarding of customers using available self-help tools, best practice guides, or customized services.
  • Qualifications

  • 5-7+ years’ experience in networking, SaaS, or IT Security.
  • Customer support, sales engineer, product management, or renewal representative experience.
  • Experience managing customer escalations.
  • Ability to learn new technologies and to understand customer needs.
  • Bachelor’s degree in a technical or business field.
  • Ability to travel for customer visits (up to 25%).
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