• Manager, Customer Success

    Location US-UT-Lehi
    Job ID
    2018-11092
    # Positions
    1
    Category
    Support
    Position Type
    Permanent
    Business Group
    SolarWinds Cloud
  • Overview

    SolarWinds Cloud develops best-of-breed monitoring products: Papertrail (Log aggregation and search), AppOptics (Application Performance Monitoring and infrastructure monitoring), Pingdom (Uptime and Digital Experience Monitoring, and Loggly (Log analytics).

     

    The Customer Success team’s mission is to build, grow and deepen relationships with our customers to ensure that they are successful in their use of the SolarWinds Cloud products. We are passionate about helping customers achieve their goals and overcome challenges using SolarWinds products. Our efforts ensure that we evolve from a mere vendor to a lifelong partner.

     

    You have a strong interest in both business and technology, and love interacting with  customers. You are a hardworking, high-energy, analytical, well-organized doer who will perform a key role in SolarWinds Cloud’s Customer Success organization. Your goal is to have a sense of customers’ level of satisfaction at all times, leveraging data analytics and by communicating directly with them. As the trusted advisor and voice of the customer, you will feed information back to the Sales, Support, Product and Engineering teams. The result of your work will ensure increased usage of SolarWinds Cloud products, minimal customer churn and an increase in customer lifetime value.

     

    Responsibilities

    • Own the ultimate success of SolarWinds Cloud customers, including customer onboarding, expansion of product use, retention and churn. You ensure that customers derive maximum value from their investments in SolarWinds and fully leverage their subscription and services on an ongoing basis.
    • Drive seamless onboarding processes and work with our support team to proactively manage our customers’ deployment.
    • Set up and maintain customer success tools that give us metrics on customer activity, success, and satisfaction.
    • Track & monitor customer status, identify at-risk customers and collaborate with sales on growth and upsell opportunities.
    • Manage customer communications via all available channels (email, in-app, phone) in coordination with marketing, sales and support with a focus on product adoption and successful use.
    • Identify and develop new opportunities for expansion across our current customer base and collaborate with the Sales team to ensure subscription growth.
    • Act as customer advocate internally while effectively collaborating with internal teams including product management, customer support, engineering, and sales.

    Qualifications

    • 3+ years relevant work experience in a customer-facing customer success, customer support, sales engineering, account management or strategic consulting organization.
    • Abie to talk at a deep technical level with developers and operations professionals.
    • Ability to analyze and solve problems, perform complex tasks, and prioritize multiple projects.
    • Strong interpersonal skills and the ability to work effectively with a wide range of individuals in a diverse community.
    • SaaS experience is a definitely helpful.
    • Excellent verbal and written skills with a strong command of English.
    • Exceptional organizational and time management skills.
    • Excellent ability to analyze and interpret data.
    • Bachelor's degree (Computer Science/Engineering preferred).
    • Strong independent individual contributor who drives results.
    • Experience with tools such as CRM (e.g. Salesforce), Success tools (e.g. Totango, Gainsight), communications tools (e.g. Yesware, Toutapp), and Support tools (e.g. Service Cloud, Desk, Intercom)
    • Data driven: experience with BI tools such as Tableau are a plus.

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