Senior Customer Account Manager
SolarWinds
Fort Bonifacio, Taguig, Philippines
2d ago

Overview

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.

Responsibilities

  • Act as the primary relationship holder and point of contact for Solarwinds throughout deployment.
  • Work with customers who are identified as at risk and get them to state of satisfaction and ready to buy.
  • Maintain regular contact with assigned cases.
  • Regularly deliver value conversations related to SolarWinds product offerings, relevant industry trends, corporate updates, and detailed account business reviews.
  • Impacting on retention rate, increase product adoption, and ensure customer act 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 customer experience 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 additonal details about the customer experience.
  • Look for trends where the organization can work cross-functionally to create stronger customer experiences.

  • May be required to assist the sales effort from a Customer success point of view.
  • Be the voice of the customer internally, providing feedback to all relevant departments.
  • Qualifications

  • Strong written and verbal communicator
  • Advanced problem solving skills
  • Advanced Microsoft Suite skills
  • CRM and or ERP experience (Salesforce.com, Netsuite.com, etc)
  • Solid technical acumen e.g., understanding of networks, software, licensing
  • Proven experience consistently achieving goals, KPIs, and other measures
  • Strong understanding of how to engage and excite a customer, ensuring a powerful customer experience
  • SaaS experience is an asset
  • 3-5 years of experience working in an account management, sales, or customer success / retention role
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