CSM EMEA

SolarWinds; Philippines; Presencial; PHP 960.000 - 1.320.000; Jornada completa

Descripción de la vacante

SolarWinds seeks a customer success professional in the Philippines to actively manage customer accounts using a Tech Touch approach, ensuring strong retention, product adoption, and customer advocacy. You will gather feedback to help SolarWinds improve the overall customer experience.

As the primary relationship owner during deployment, you will maintain regular contact with accounts, deliver value conversations about SolarWinds offerings and industry trends, and work to turn satisfied

Formación

• 2+ years in account management or customer success.
• Experience using CRM tools to manage customer data and activities.
• Excellent written and verbal communication with ability to influence and build relationships.

Responsabilidades

• Act as primary relationship owner for assigned accounts.
• Manage accounts in a Tech Touch model to promote value and retention.
• Deliver value conversations on SolarWinds products and industry trends.
• Record customer details and activities in CRM accurately.
• Identify at-risk customers and engage SolarWinds programs to help.

Conocimientos

Customer Success

Tech Touch

Communication

Problem-Solving

CRM Tools

Microsoft Office

Herramientas

Gainsight

Totango

Salesforce

NetSuite

Descripción del empleo

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