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: Responsible for actively managing larger customer accounts to position the value of SolarWinds customer success programs. Creates 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 for Solarwinds throughout deployment and throughout the entire customer journey. Work with customers who are identified as at risk and get them to state of satisfaction and ‘ready to buy’ Maintain regular contact with assigned cases. Regularly deliver value conversations related to SolarWinds product offerings, relevant industry trends, corporate updates, and detailed account business reviews. Impacting on retention rate, increase product adoption, and ensure customer act 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 customer experience 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. Manage ad hoc projects as determined by manager May be required to assist the sales effort from a Customer success point of view. Be the voice of the customer internally, providing feedback to all relevant departments. Qualifications English speaking. Additional Chinese language an advantage Strong written and verbal communicator Advanced problem-solving skills Advanced Microsoft Suite skills CRM and or ERP experience (Salesforce.com, Netsuite.com, Gainsight) Solid technical acumen e.g., understanding of networks, software, licensing  Proven experience consistently achieving goals, KPIs, and other measures Strong understanding of how to engage and excite a customer, ensuring a powerful customer experience SaaS experience is an asset