Customer Success Manager -EMEA-
At a glance
Manager-level Customer Success role at solarwinds. Manila.
Pay not stated Customer Success Manager salary
growthroles summary, based on the employer's posting.
What you'll do
- Manage assigned accounts mainly through digital touchpoints, with occasional direct conversations to keep relationships active
- Guide customers through deployment as their main contact, then review product value, industry developments and account priorities
- Use customer success programs to address at-risk accounts, resolve issues and support stronger retention and product use
- Collect survey feedback and customer insights, then share recurring experience issues with relevant internal teams
- Log account activity in CRM and identify process changes that could improve the customer experience
What you bring
- You communicate clearly in writing and conversation, and can solve customer problems effectively
- You have hands-on experience with digital customer engagement tools such as Gainsight or Totango
- You bring intermediate Microsoft Suite skills, CRM or ERP experience, and a working grasp of networks, software and licensing
- You can engage customers, build a strong experience and work toward goals, KPIs and other measures
Who this fits
This role suits someone who can manage customer relationships largely through digital engagement while handling some direct interaction. The preferred background is a few years in account management, sales, customer success or retention.
From the employer
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
- Responsible for actively managing customer accounts, primarily in a Tech Touch fashion to position the value of SolarWinds customer success programs. Creates a powerful customer experience ensuring strong retention rates, product adoption, and customer advocacy. Engages with customers to obtain valuable feedback that will allow SolarWinds to create a stronger overall customer experience.
- Act as the primary relationship holder and point of contact throughout deployment.
- Maintain regular contact with assigned accounts primarily through Tech Touch with some personal interaction.
- 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.
- Identify opportunities for process improvements.
- Record customer details, profile data, and activities in CRM.
- Identify at-risk customers and work to help turn their experiences around by utilizing customer success programs such as training, support, Premier Support, Success Center, 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.
Basic Qualifications
- Strong written and verbal communicator
- Strong problem-solving skills
- Experience working with Tech Touch such as Gainsight or Totango
- Intermediate Microsoft Suite skills
- CRM and or ERP experience (Salesforce, NetSuite, etc.)
- Solid technical acumen e.g., understanding of networks, software, licensing
- Strong understanding of how to engage and excite a customer, ensuring a powerful customer experience
- Proven experience of working towards goals, KPIs, and other measures
- Preferred qualifications
- 2-3 years of experience working in an account management, sales, or a customer success/retention role
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice
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