Customer Success Manager

SolarWinds; Philippines; Presencial; PHP 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

SolarWinds is seeking a Customer Success Manager to partner with key customers, drive product adoption, and ensure renewals and upsell opportunities. The role emphasizes understanding customer business goals, delivering measurable value, and collaborating with multiple internal teams.

The ideal candidate has 5+ years in IT customer-facing roles, strong networking/security knowledge, and experience with CRM/ERP systems. A background in SaaS and cloud concepts is preferred.

Formación

• Minimum 5+ years of relevant working experience in the IT Industry in a customer facing role such as Customer Success Manager, Technical Account Manager, Technical Support Engineer, Sales Engineer.
• Strong understanding of networking and security products and enterprise network infrastructure.
• Experience with CRM/ERP platforms (Salesforce, NetSuite, Gainsight).
• Excellent problem solving and customer management skills; SaaS experience is a plus.

Responsabilidades

• Support and educate customers about SolarWinds products and drive revenue retention; identify opportunities to expand product adoption.
• Understand customers' business goals and demonstrate value-delivered outcomes with SolarWinds products through value-based interactions and collaboration with internal teams.
• Lead discussions with customers to understand environments, use cases, and potential challenges.
• Provide value by updating customers on strategic initiatives, industry trends, known issues, new features, or security fixes.
• Assist during escalations by coordinating with internal teams to ensure satisfactory resolutions.
• Act as the voice of the customer within SolarWinds and coordinate with Product Management and Engineering teams.
• Educate customers about product offerings, use cases, and ROI; assist in scoping future engagements.
• Contribute to net retention by working with Sales and Renewals to address churn risk and identify expansion opportunities.
• Mentor and support the Customer Success team.

Conocimientos

Customer success

Escalation handling

Business outcome focus

Data-driven decisions

IT basics

Networking & security

Stakeholder management

Project management

Communication

Presentation skills

SaaS experience

CRM experience

Cloud concepts

Educación

Bachelor Degree in Computer Science or Computer Engineering or equivalent

Advanced industry certifications (advantage)

Herramientas

SQL Server

Salesforce

NetSuite

Gainsight

Descripción del empleo

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!

The Customer Success Manager (CSM) will be a trusted adviser to our key customers. This person will be responsible for developing and maintaining customer relationships by effectively driving adoption of our software to achieve customer retention, renewal, 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 empathippmzing 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

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: