Csm Emea

Solarwinds; Metro Manila; On-site; PHP 400,000 - 700,000; Full time

Job summary

SolarWinds is a people-first company. The ideal candidate thrives in a fast-paced environment, collaborates well, and is empathetic.

We’re seeking a Customer Success/Account Manager in Metro Manila to actively manage customer accounts using a Tech Touch approach, demonstrating the value of our programs and driving strong retention and product adoption. You will be the primary relationship holder during deployment, maintain regular CRM records, and deliver value conversations about our products

Qualifications

• Experience with Tech Touch models like Gainsight or Totango.
• Intermediate Microsoft Office skills.
• CRM/ERP experience (Salesforce, NetSuite, etc.).
• 2+ years in account management, sales, or customer success/retention.

Responsibilities

• Manage customer accounts in Tech Touch to show value, drive retention, product adoption and advocacy.
• Act as the primary relationship holder throughout deployment.
• Maintain regular contact with accounts via Tech Touch with some personal interaction.
• Deliver value conversations on SolarWinds products, industry trends, updates and reviews.
• Impact retention, increase product adoption and customer advocacy.
• Identify opportunities for process improvements.
• Record customer details, profile data, and activities in CRM.
• Identify at‑risk customers and support success programs to turn experiences around.
• Anticipate issues and create action plans to resolve.
• Follow up on CSAT/DSAT surveys and gather insights for cross‑functional improvements.
• Be the voice of the customer to relevant departments.

Skills

Communication

Problem-solving

Customer success

Account management

Data-driven decision making

Tools

Gainsight

Totango

Salesforce

NetSuite

Microsoft Excel

Job description

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+ 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