Senior Support Operations Manager

US-TX-Austin
Job ID
2017-9501
# Positions
1
Category
Support
Position Type
Full-Time

Overview

SolarWinds provides powerful and affordable IT management software to more than 250,000 customers worldwide – from Fortune 500 enterprises to small businesses. We work to put our users first and remove the obstacles that have become “status quo” in traditional enterprise software. SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to address users’ management priorities. Our online user community thwack, is a gathering place where tens of thousands of IT pros solve problems, share technology, and participate in product development for all of SolarWinds’ products.

 

Since our founding in 1999, SolarWinds’ mission has been to provide products that are designed to make IT professionals’ jobs easier. We offer value-driven products and tools that solve a broad range of IT management challenges – whether those challenges are related to networks, servers, applications, storage or virtualization. At SolarWinds, we are fanatical about putting our users first in everything we do. We believe that the IT pros who use our products everyday should be excited about them. We strive every day to deliver powerful functionality that is easy to use with one of the fastest and longest lasting ROIs in the market.

 

We are seeking a Support/Customer Success Operations Manager (individual contributor role) who will be responsible for the complete project lifecycle starting from an idea through planning, implementing and measuring efficacy for multiple projects of various sizes.  Candidate must have strong analytic and problem solving skills since this role will also be responsible for analyzing data from multiple sources to identify bottlenecks and/or workflow issues.  As a member of our Support and Customer Success Operations team you will be responsible to provide proactive and efficient solutions for Customer Success and Support which will allow us to move at greater velocity as our business grows. 

Responsibilities

  • Identify opportunities to reduce effort for our Customers and Support teams by analyzing available data. Recommend changes and then lead project through to implement changes and measure effectiveness of the project.
  • Test and validate business reports for accuracy and low effort.
  • Update and improve operational reporting for Customer Success and Support Teams.
  • Using ideas and lessons learned from external sources (books/blogs/other systems/past experience etc.) suggest how those ideas can be integrated into our systems. Present recommendations to leaders and then work to get these changes implemented

Qualifications

  • Project Management experience of 3 to 5 years relevant experience creating and managing projects through to completion.
  • Support, customer experience or customer success domain knowledge is highly desired.
  • Experience developing reports, dashboard and presenting analytical results as actionable information for stakeholders
  • Demonstrated experience working independently on multiple projects
  • Advanced excel experience including work with pivot tables and charts
  • Proficiency with Microsoft Project or equivalent project management application
  • Excellent written and verbal skills.
  • Technical or analytic degree is strongly preferred.    

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