Senior Manager, Customer Success
SolarWinds Worldwide, LLC
Fort Bonifacio, Philippines
1d ago

Overview

SolarWinds MSP is the leading global provider of complete IT management and Automation solutions for Managed Service Providers (MSPs).

Our award-winning product suite includes the industry’s #1 RMM Service Automation Platform and has a proven track record of helping MSPs standardise and automate the setup and delivery of IT services to achieve true scalability.

We are passionate that the MSPs who use our products everyday should be excited about them. That's why we put our users first in everything we do and strive to deliver powerful functionality while making their jobs easier.

Our award-winning service department is seeking an experienced Senior Manager of Customer Success to join us in our mission of creating customer advocates by delivering an effortless and exceptional experience at every opportunity.

As part of our developing Customer Success Function, we will be building Customer Care, Customer Onboarding and Success Management teams in Manila.

These teams will have a global focus and will report into the global Customer Success function.

The successful candidate will be a proven leader and will have experience leading teams in a Customer Success environment.

The Senior Manager in Manila is responsible for both the development and the operation of the Manila Customer Success teams, ensuring a smooth integration with the global Customer Success function.

The overall aim is to provide a positive customer experience at all opportunities to help create customer advocacy.

They will be able to understand and lead their direct reports through responding to customer needs, working across departments to drive issue resolution and providing feedback on business process to all functions.

The Senior Manager will lead staff development through regular feedback, coaching, monitoring and performance reviews.

Highly motivated leaders who thrive in a fast-paced contact centre environment and are passionate about quality but respectful of meeting established deadlines with superior interpersonal skills are encouraged to apply.

This role is made for you if you :

Are in the business of behaviour change, not just knowledge exchange

Are a creative, proactive leader capable to driving projects and programs forward

Are organized, has excellent communication and people skills and follow-through

Are highly motivated leaders who thrive in a fast-paced environment

Embody the leadership qualities of collaboration, adaptability and stakeholder focus

Are as comfortable with local and global working environments

At the heart of our global operations is a talented and diverse team of professionals committed to making SolarWinds MSP a market leader.

We are seeking dedicated, creative and driven individuals to join our team and grow professionally with us.

Responsibilities

Lead the Customer Care, Customer Onboarding and Customer Success Management teams in Manila

Provide input to the global Customer Success leaders on the strategy for the Customer Success

Manage the day to day operations of the teams including recruiting, training, mentoring, motivating and supporting the team members achieve the business goals

Provide growth opportunities for team members though coaching and a defined performance management process

Responsible for developing and tracking individual training and professional development plans

Monitor KPIs to measure team performance and drive process improvement

Responsible for developing corrective improvement plans based on performance and ensuring all service levels are met or exceeded

Continuous review of all processes to ensure we are leveraging the most efficient way to do business

Contact point for internal and external customer requests for escalation

Assists with the development of priorities, objectives and strategies to achieve business goals

Provide empathy and understanding of customer needs and the impact on their business operations

Establish effective processes and practices to achieve business efficiency

Build and maintain effective working relationships with key stakeholders and functions

Qualifications

5+ years in a high paced, high volume Customer Care environment

Proven leadership ability to build, motivate a team of highly trained Customer Care, Customer Success or Technical Support professionals

Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization

Business acumen : High intelligence & ability to quickly grasp complex business issues

Project management : Able to prioritize, scope, plan, budget and execute to independently move projects forward

  • Critical thinking : Strong reasoning & analytical skills; able to structure thinking into logical flow and sequence that’s easy for others to understand;
  • able to create and work with conceptual frameworks

    Communication : Crisp, compelling and practical style of organizing thoughts into writing and speech; able to communicate at all levels of an organization

  • Self-Management : Able to know and manage your time and your commitment; adaptable with a growth mindset in support of your own work;
  • acts with urgency and integrity

    People Management : Expert people management skills that drive high levels of employee engagement; Able to perform coaching, performance management, and succession management

  • Stakeholder management : Able to establish positive relationships and collaborate with others around accomplishing goals;
  • taking responsibility as they may come and held accountable for the results

    Demonstrated ability to manage changing and multiple priorities

    Strong command of the English language including the ability to communicate clearly verbally and in writing

    Ability to type 40+ words per minute

    Advanced proficiency with MS Office Application

    High attention to detail and focus on quality

    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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