Senior Customer Success Manager

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: 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/health 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 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 Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications are an advantage Industry recognized CSM certifications, project management certifications are an advantage Experience with Windows Server is an advantage (installation, configuration, and deployment) SolarWinds experience is an advantage Hands-on experience with network troubleshooting like Wireshark, Fiddler, etc. is an advantage Experience in information security or information infrastructure industry is an advantage Basic Shell Scripting/Programming Experience (bash, perl, etc) is an advantage Hands on cloud experience, cloud certifications are an advantage