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!
The ITSM Customer Success Manager (CSM) will be a trusted adviser to our key customers. This person will be responsible for developing and maintaining customer relationships, through effective adoption of our software, to achieve customer retention, renewals, and upsell goals, while ensuring a best-in-class customer experience.
The ideal candidate should have the following skills:
Strong customer service skills and the ability to manage customers during escalations.
Ability to identify and drive business outcomes based on the customer's use case and business priorities.
Demonstrated ability to make data-driven decisions to drive product and service performance.
A good understanding of networking and security.
Ability to build and sustain relationships with key customer stakeholders.
Project management, risk management, critical-thinking and problem-solving skills.
Strong communication and presentation skills
Responsibilities
Act as the primary relationship holder and point of contact for SolarWinds throughout the customer journey
Implement an effective adoption strategy that will enable customers to meet and exceed their goals for purchasing our products and services
Develop engagement strategies in collaboration with customers for the delivery of Quarterly Business Reviews (QBRs), product performance reviews, and to discuss proactive recommendations for the customer's deployment
Develop and execute on success plans that target customers' key strategic initiatives and pain points
Work with customers as they onboard and adopt new purchases, ensuring shortest time to value
Conduct regular reviews/pulse checks with customers to ensure that their experience, with the product and with SolarWinds, is optimal
Proactively monitor renewal risks such as poor adoption, customer support issues, product limitations and work with a cross-functional team to quickly address any issue
Regularly deliver value conversations related to SolarWinds product features, relevant industry trends, corporate updates, and detailed account business reviews
Work with sales, customer support, and product teams to improve service delivery efficiency and to ensure that customers are receiving a best-in-class experience during every interaction
Positively impact retention rate, increase product adoption, and ensure customers act as advocates for SolarWinds
Generate upsell opportunities for the sales team through your intimate knowledge of your customers' needs
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 3+ 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 ITIL concepts
Basic understanding of SNMP, HTTP, DNS, TCP, UDP, SSL/TSL, ICMP
Basic understanding of Microsoft Active Directory and LDAP
Basic understanding of Windows Server
Basic understanding of databases (Microsoft SQL, PostgreSQL, MySQL, MongoDB, etc.)
General understanding of cloud concepts
CRM and/or ERP experience (Salesforce, NetSuite, Gainsight etc.)
Strong problem solving and customer management skills
SaaS experience is an asset
Preferred Experience
Bachelor's Degree in computer science, Computer Engineering or equivalent advanced industry certifications are an advantage
Industry recognized CSM certifications, project management certifications are an advantage
SolarWinds experience is an advantage
Experience in information security or information infrastructure industry is an advantage
Hands on cloud experience, cloud certifications are an advantage
SolarWinds

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