Senior Customer Success Manager

Your Role:

The Senior Customer Success Manager (Sr. CSM) will be a trusted adviser to our key customers and teammates
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 IT technologies including database, 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

Your Impact:

• Support and educate customers about SolarWinds products and other use-case scenarios.
• Ensure revenue retention and identify opportunities to expand product adoption.
• Understand customer’s business, strategic goals, and requirements to demonstrate value-delivered outcomes with SolarWinds products through regular value-based interactions, project planning, and internal collaboration with various departments.
• Conduct discussions and reviews with customers, developing in-depth understanding of their environments, use cases, and potential challenges.
• Proactively provide value for customers, by keeping them updated on strategic initiatives, relevant industry trends, and other important developments such as known issues, new features, or security fixes.
• Provide operational support to customers during escalations by working together with other internal functions and helping to ensure a satisfactory resolution.
• Become the voice of our customers within SolarWinds with a deep understanding and empathizing with the customer experience and representing and sharing their opinion with the department and SolarWinds Product Management and Engineering teams.
• Lead discussions with internal departments to help educate customers about
  • SolarWinds product offering, use cases, and ROI and help define and scope future engagements.
  • Contribute to overall company net retention by working with the internal Sales and Renewals organizations to proactively identify and resolve potential customer churn scenarios and identify business expansion opportunities
  • Mentor and support our Customer Success team

Your Experience:

• Good verbal communication and presentation skills
• Ability to adapt the conversation to your audience
• Minimum 5+ 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
• Strong understanding of networking and security products and enterprise network infrastructure
• Experience with web technologies (HTTP, DNS, TCP, UDP, SSL/TSL, ICMP)
• Working knowledge of SQL Server is required
• 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

• Any advanced level knowledge in the technologies listed as basic understanding, including certifications is an advantage Bachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications are an advantage
• SolarWinds experience is an advantage
• Industry recognized CSM certifications, project management certifications are 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
• Understanding of databases (Microsoft SQL, PostgreSQL, MySQL, MongoDB, etc.) is an advantage
• Understanding of various routing and switching architectures (Cisco, Juniper, etc.) is an advantage
• Hands on cloud experience, cloud certifications are an advantage