Customer onboardingSolarWinds

Overview
SolarWinds MSP is the leading global provider of complete IT management and Automation solutions for Managed Service Providers (MSPs). Our award-winning product suite includes the industry's #1 RMM Service Automation Platform and has a proven track record of helping MSPs standardise and automate the setup and delivery of IT services to achieve true scalability. We are passionate that the MSPs who use our products everyday should be excited about them. That's why we put our users first in everything we do and strive to deliver powerful functionality while making their jobs easier.
Our award-winning service department is seeking experienced Customer Success Advisors (CSA) to join us in our mission of creating customer advocates by delivering an effortless customer experience at every opportunity.
As a member of the Customer Success team, the CSA is a key interface between Solarwinds MSP and our partners as they become a partner for the first time or if they are expanding their relationship with us. Engaging immediately after purchase the CSA will be with the partner through the entire onboarding journey to make sure they get value from our products, other educational resources available and setting expectations for the rest of their journey with Solarwinds!
Responsibilities
Become a Solarwinds MSP products expert
Educate partners on Solarwinds capabilities and best practices to simply adoption
Capture customer needs, requests and profile data in CRM and communicate
Provide detailed account walkthroughs and assist new and existing partners with implementation
Listen for customer needs and expansion opportunities brining in the appropriate Solarwinds stakeholders
Expertly transition partners out of implementation phase with an information rich hand off to a Sales Manager or Customer Success Manager
Ensure partners receive superior service
Collaborate with sales, finance and customer success teams
Leverage feedback for continuous improvement to the onboarding process
Listen carefully to information provided by partners and ask clarifying questions to ensure proper use of Solarwinds software
Learn success stories and new use cases for Solarwinds software from our partners and share these with internal teams
Qualifications
Have 2+ years of Account / Relationship Manager / Sales Engineer / Technical Trainer experience in a SaaS-type environment
Has a technical background and proven experience in supporting or implementing IT products
Understand how to engage and excite an audience, catering learning experiences for all skill and interest levels
Ability to explain technical subjects to both technical and non-technical clients in an easy to understand manner
Proven problem-solving capabilities
Have excellent communication skills