• Customer Success Manager

    Location US-NC-Durham, NC
    Job ID
    2018-11137
    # Positions
    1
    Category
    Support
    Position Type
    Permanent
    Business Group
    SolarWinds Cloud
  • Overview

    SolarWinds develops best-of-breed monitoring products. The SaaS product suite designed for developers and operations professionals comprises

    • Papertrail: Log aggregation and search for real-time troubleshooting
    • AppOptics: Server, Infrastructure, and Application Performance Monitoring
    • Pingdom: Uptime, RUM (real user monitoring), and DEM (digital experience monitoring)
    • Loggly: Log analytics

     SolarWinds is looking for a Customer Success Manager to be a customer advocate, increase product adoption and minimize customer churn. This will require both direct interactions with customers as well as data driven analysis of customer behavior to predict churn and measure feature adoption. As the voice of the customer, you will provide valuable product feedback into the internal organizations to improve the customer experience.

    Responsibilities

    • Manage relationships with customers: Understand customers’ pain points, technical landscape, and business goals; identify how SolarWinds products can best meet their needs.
    • Analyze user behavior data to detect patterns and define activity scores. Leverage the reports to automate campaigns geared towards increasing feature adoption and preventing churn.
    • Act as customer advocate internally while effectively collaborating with internal teams including product management, customer support, engineering, and sales.
    • Track & monitor customer status, identify at-risk customers and collaborate with account team on growth and upsell opportunities.

    Qualifications

    • 3+ years relevant work experience in a customer-facing roles such as customer success, customer support, sales engineering, account management or strategic consulting organization in a SaaS company.
    • Excellent presentation skills, including ability to demo technical products.
    • Excellent written and verbal communications skills.
    • Experience collaborating directly with Sales, Customer Support and Product/Engineering.
    • Superb problem-solving skills - handling technically focused customer escalations.
    • Experience coordinating internal resources for issue and incident resolution together with owning and managing any relevant customer communications.
    • Bachelor's degree of equivalent applicable work experience.
    • Strong independent individual contributor who drives results.
    • Experience with Salesforce, Service Cloud, Totango/Gainsight is a plus.
    • Data driven: experience with BI tools such as Tableau is a plus.

     

     

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