• Customer Success, Senior

    Location US-TX-Austin
    Job ID
    2018-11432
    # Positions
    1
    Category
    Support
    Position Type
    Permanent
    Business Group
    SolarWinds
  • Overview

    SolarWinds provides powerful and affordable IT management software to more than 100,000 customers worldwide - from Fortune 500 enterprises to small businesses. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today's complex IT environments. SolarWinds' growing online community, thwack, is a gathering-place for problem-solving, technology-sharing, and participating in product development for all of SolarWinds' products.

     

    We are currently seeking to hire a Customer Success Representative. This position is responsible for actively managing customer accounts, enabling sales to position the value of customer success programs such as Premier Support, SolarWinds Academy & Smart Start and talking to customers to get valuable feedback that will allow SolarWinds to create a stronger overall customer experience.

    Responsibilities

    • Identify at risk customers and work to help turn their customer experience around through utilization of customer success programs such as training, support, premier support, success center, etc.
    • Educate on and promote customer success programs such as Smart Start, SolarWinds Academy and Premier Support with internal Sales/Renewals teams and with customers (when appropriate).

    • Act as the customer’s internal advocate to deliver customer satisfaction, including coordination with other internal groups to problem solve.
    • Follow up with customers who provide csat/dsat support surveys. Gather additonal details about the customer experience.  Look for trends where the support and customer success organization can work cross functionally to create a stronger customer experience.
    • Become a product expert and be able to explain the value proposition
    • Take proactive measure to foresee potential issues in their territory including generating and monitoring reports and create action plans to resolve.

    Qualifications

    • 5+ years of experience working in an account management, sales, or customer success/retention role.
    • Strong written and verbal communicator
    • Advanced problem solving skills
    • Intermediate Word/Excel skills
    • CRM and or ERP experience (Salesforce.com, Netsuite.com, etc)
    • Technical acumen e.g. understanding of networks, software, licensing 

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