• Customer Success Rep, Intermediate

    Location US-NC-Durham, NC
    Job ID
    # Positions
    Position Type
    Business Group
    SolarWinds MSP
  • Overview

    SolarWinds MSP is the preferred global supplier of remote monitoring and management technology and business support services for managed service providers. Our proven platforms offer the right combination of technology, people and processes, which help IT service providers to deliver highly profitable managed services to small and medium-sized businesses.' With over 40,000 end user licenses deployed and over 2,200 partners in 30 countries, SolarWinds MSP is growing its sales team to match customer demand.


    We are currently seeking a Customer Success Representative who will be responsible for client satisfaction, account management, and licensing negotiations in an assigned territory. Working on a small and growing team, within a highly competitive and fast paced industry; to minimize customer turnover while ensuring our partners are utilizing the right products to help them grow their business.


    • Work closely with our growing client base, as well as sales and technical departments within the company, to ensure customer retention and satisfaction.
    • Achieve retention targets by assisting our partners with licensing adjustments, and acting as our partners’ internal liaison to resolve any outstanding issues.
    • Addressing current client concerns, as well as pro-actively identifying problems that could arise; and implementing a plan of action that will ensure a timely resolution.
    • Re-establish our value proposition and defend against competitive pressure to ensure client retention.
    • Understanding the various products/services our company offers, and assisting our partners to find the best fit to suit their business needs.
    • Collaborate with finance department on client invoicing.
    • Renewing various types of licensing contracts.


    • 1-3 years of experience working in an account management, sales, or customer service role.
    • Intermediate Word/Excel skills
    • Strong written and verbal communicator
    • Post-secondary education an asset
    • CRM experience (Salesforce.com, MS Dynamix, etc)


    • Technical acumen e.g. understanding of networks, software, licensing
    • MSP, Vendor, VAR, Channel experience and understanding

    #LI-RB1 #IN

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