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 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.
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