Customer Success Specialist
At a glance
Mid-level Customer Success role at solarwinds. Dubai Office.
Pay not stated Customer Success salary
growthroles summary, based on the employer's posting.
What you'll do
- Serve as the main customer contact during deployment and keep regular contact with your larger assigned accounts
- Discuss product value, industry developments and company updates, then lead detailed business reviews
- Use customer success programs to address accounts at risk and build plans for resolving emerging issues
- Follow up on customer support surveys, gather more context and share recurring feedback with relevant teams
- Maintain customer profiles and activity records in the CRM, and recommend process improvements to customer success leaders
What you bring
- You communicate very strongly in Arabic, both in writing and conversation
- You bring strong problem-solving ability and advanced skills with Microsoft tools
- You have used Tech Touch platforms such as Gainsight or Totango, plus CRM or ERP systems
- You understand networks, software and licensing, and know how to engage customers effectively
- You have three to five years in account management, sales, customer success or retention
Who this fits
This role suits someone who can manage larger customer accounts and work toward retention, adoption and advocacy goals. SaaS experience is an advantage.
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!
Responsible for actively managing larger customer accounts 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.
Responsibilities:
- Act as the primary relationship holder and point of contact throughout deployment.
- Maintain regular contact with larger assigned accounts.
- 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.
- Recommend process changes to customer success leadership.
- 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
- Very strong written and verbal communicator in Arabic
- Strong problem-solving skills
- Experience working with Tech Touch such as Gainsight or Totango
- Advanced Microsoft Suite skills
- CRM and or ERP experience (Salesforce, NetSuite, etc.)
- Advanced 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
- SaaS experience is an asset
Preferred qualifications
- 3-5 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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