• Customer Success Program Manager

    Location US-TX-Austin
    Job ID
    2018-11560
    # Positions
    1
    Category
    Support
    Position Type
    Permanent
    Business Group
    SolarWinds
  • Overview

    You'll work to deliver impactful outcomes to the organization. You'll participate in multiple concurrent high-visibility projects and support occasional ad hoc needs from your internal customers.

    You’ll bring infectious customer urgency to those around you, you'll be a mentor, multiplier, influencer, negotiator and awesome communicator rolled into one.

    You value high-quality work with attention to detail and have a track record of delivering both. You combine curiosity, discernment, and drive, and like asking "why" to unravel a seemingly complex problem and get to the root cause. You know how to gather, author, and interpret business requirements, and can resolve potential requirement conflicts among senior partners with grace and clarity.

    When you encounter a problem you come up with multiple solutions, weigh the trade-offs and efforts, identify the best path forward, and exercise good judgment to drive ahead. You have experience in change management and turning information and questions into action. You're comfortable interacting with people across all levels of an organization and can field questions during a presentation like a pro.

    You can quickly learn and be impactful in new areas to keep pace with our rapid growth and evolution. You can take an ambiguous assignment and deliver value quickly. You employ multiple tools, methods, and techniques to get things done.

    Responsibilities

    • Define the customer journey assets and mapping across our global customer base
    • Drive higher adoption rates of our customer journey assets
    • Develop customer success reporting and scorecards to track progress against pre-defined goals and KPIs
    • Lead the definition & roll out of a Voice of the Customer (VoC) strategy
    • Advocate and influence for the customer experience across the company
    • Define new support offerings or enhance existing support offerings to enable customers to more quickly implement and fully adopt SolarWinds software
    • Deliver high impact and high value programs/ projects
    • Adept at partnering with cross functional teams, including customer marketing, support, product and development to bring about successful customer outcomes
    • Expert communicator, facilitator, and roadblock remover

    #LI-AA1 #IN

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