• Customer Success, Intermediate

    Location US-UT-Lehi
    Job ID
    2018-11138
    # Positions
    1
    Category
    Support
    Position Type
    Permanent
    Business Group
    SolarWinds Cloud
  • Overview

    The Customer Success team’s mission is to build, grow and deepen our customer relationships to ensure our customers’ are being successful in their use of the Solarwinds Cloud’s (Pingdom) platform. We are a team of individuals that are passionate about helping customers connect their goals and challenges with solutions in our platform. Our goal is to make every one of our customers a lifelong partner.


    We love that you’re intrigued by technology and thrive on helping others. You will have a lot of freedom to try new technologies and apply what you learn. We care about the internet and love providing services that make our customer’s experience better.


    The best part though is that you’ll impact the Internet significantly every day and be part of an ambitious, fun, and talented team. We can’t wait to have you with us.

    The Person: You are a hardworking, high-energy, analytical, well-organized doer who will perform a key role in Solarwinds Cloud’s (Pingdom) Customer Success organization. The role contributes to revenue growth, customer retention and operational efficiency by supporting key members of the team in their initiatives to maximize revenue and margins, deepen customer relationships and deliver customer and employee focused communications and information. This multi-faceted position is an ideal role for an individual that is excited by the prospect of growing skills and gaining experience in a fast paced environment where the scope of responsibilities will be limited only by willingness to take ownership and identify opportunities for growth.

    Responsibilities

    • Own the ultimate success of Solarwinds Cloud’s (Pingdom) customers, including customer onboarding, product success, retention and churn. You ensure that customers derive maximum value from their investments in Solarwinds Cloud (Pingdom) and fully leverage their subscription and services on an ongoing basis.
    • Responsible for data entry and administration of customer usage profiles.
    • Ability to research and resolve issues in a timely manner and quickly coordinate around more complex requests. (Flexible)
    • Guides customers on using the online knowledge base and Solarwinds Cloud (Pingdom) tools to drive self-service utilization.
    • Identify and develop new opportunities for expansion across our current customer base and collaborate with the Sales team to ensure subscription growth.
    • Drive seamless onboarding processes and work with our support team to proactively manage our customer’s deployment.
    • Daily outbound communications (emails, calls, chat) to engage our customers and build relationships with them with the intent of: collecting feedback, upselling, product support…..

    Qualifications

    • 1+ year(s) experience in Services and Support roles, such as Customer Success, Professional Services, Sales and/or Consulting is an advantage. 
    • Excellent verbal and written skills with a strong command of English.
    • Exceptional organizational and time management skills
    • Excellent ability to analyze and interpret data
    • Working knowledge of CRM systems a plus
    • Computer skills: Mac/PC, MS Office, Google Docs
    • 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.
    • Ability to recognize situations that require escalations
    • Ability to multi-task in a fast paced and changing environment

    #LI-DP1#IN

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