Customer success managerSolarWinds

Job Description:
Overview
At SolarWinds, we're a people-first company. Our purpose is to enrich the lives of the people we serve-including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We're looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you're looking to build your career with an exceptional team, you've come to the right place. Join SolarWinds and grow with us!
Your Role:
In this role, you will be responsible for managing strategic customer accounts to position the value of SolarWinds customer success programs.
Responsibilities
Your Impact:
Act as the primary relationship holder and point of contact throughout deployment.
Maintain regular contact with strategic assigned accounts.
Provide focus on customer's onboarding cycle ensuring realization of the customer's desired outcome
Regularly deliver value conversations related to SolarWinds product offerings, relevant industry trends, corporate updates, and detailed account business reviews.
Impact retention rate increase product adoption, and ensure customers fulfil their roles as advocates for SolarWinds.
Assist with leadership with the implementation of process changes.
Record customer details, profile data, and activities in CRM.
Act as a point of contact and provide advice and guidance to team members.
Identify at-risk customers and work to help turn their experiences around by utilizing customer success programs such as training, support, Premier Support, Success Centre, etc.
Anticipate potential issues within customer base. Create action plans to resolve.
Follow up with customers who provide CSAT/DSAT support surveys. Gather additional details about the customer experience. Look for trends where the organization can work cross-functionally to create stronger customer experiences.
Be the voice of the customer internally, providing feedback to all relevant departments.
Qualifications
Your Experience:
Good verbal communication and presentation skills
Ability to adapt the conversation to your audience
Minimum 1-2 years of relevant working experience in the IT Industry in a customer facing role i.e. Customer Success Manager, Technical Account Manager, Technical Support Engineer, Sales Engineer
Basic understanding of Windows Server is required (installation, configuration, and deployment)
Basic understanding of SQL Server is required
General understanding of cloud concepts
CRM and or ERP experience (Salesforce, NetSuite, GainSight, etc.)
Strong troubleshooting and customer management skills is a must
SaaS experience is an asset
Preferred Experience
3+ years working experience as account management (pre or post sales), technical support / Customer Service experience in the IT industry
Any advanced level knowledge in the technologies listed as basic understanding, including certifications is an advantage
Industry recognized CSM certifications, project management certifications are an advantage
Basic Transact SQL, Shell Scripting/Programming Experience (bash, perl, etc) is an advantage
Understanding of databases (Microsoft SQL, PostgreSQL, MySQL, MongoDB, etc) is an advantage
Experiencing using SQL Sentry, DPM, or DPA is an advantage.
Hands on cloud experience, cloud certifications are an advantage
SolarWinds

Fort Bonifacio, Makati City, Metro Manila
Permanent
Full-time