onboarding specialist, AssociateSolarWinds

Overview
Supports the customer onboarding process within SolarWinds. Leverages product knowledge to ensure customers are educated and fully able to implement and deploy SolarWinds products. Provides world-class service, striving to increase user adoption and maximize customer delight.
Responsibilities
Support the implementation of process improvements and product expansion.
Maintain knowledge of select SolarWinds products.
Act as a first-level interface to SmartStart customers.
Introduce project board to onboarding customers and conduct a walk through. Use the project management tool during onboarding to facilitate check-in and status meetings.
Provide onboarding education and product orientation to customers.
Leverage department-administered training and successfully manage an increasing caseload of customer onboarding cases over the course of 18 months.
Support customer efforts to learn and deploy SolarWinds products.
Collaborate with support on handoffs and customer-related issues.
Practice regular CRM and project board account hygiene, ensuring data integrity and that all customer account details and recent outreach are captured timely and accurately. Provide proper maintenance and administration for accounts, ensuring cases are responded in a timely manner and statuses are up-to-date and marked with percentage of completion. Monitor and report on metrics, progress, and customer satisfaction/service levels.
Perform other duties as assigned.
Qualifications
ITIL Certification is a must
Minimum of 1 year of software onboarding or project management experience
Solid proficiency with software
Experience in customer resolution procedures
Knowledge of on-prem or SaaS software
Good communication skills, both verbal and written, in English, other languages are a plus
Ability to maintain a customer-focused approach at all times
Team player able to effectively interact with colleagues and business partners
Demonstrated ability to work in a fast-paced team environment with high degree of flexibility
SolarWinds

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