Customer Success Manager APAC

SolarWinds; Manila; Presencial; PHP 1.200.000 - 2.000.000; Jornada completa

Descripción de la vacante

SolarWinds is seeking a seasoned Customer Success Manager to partner with customers and drive value realization across the SolarWinds product suite. In this customer-facing role, you will align business goals with technical outcomes, nurture relationships, and support renewals and growth opportunities.

You will collaborate with Sales, Product, and Support teams to deliver proactive enablement, risk mitigation, and strategic guidance, ensuring exceptional customer experience and long-term

Formación

• Minimum 5+ years of relevant working experience in IT in a customer-facing role (CSM, TAM, TSE, SE).
• 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).
• Strong problem solving and customer management skills.
• SaaS experience is an asset.

Responsabilidades

• Support and educate customers about SolarWinds products and use-case scenarios to retain revenue and expand adoption.
• Understand customer business, goals, and requirements to demonstrate value-delivered outcomes with SolarWinds products.
• Conduct discussions and reviews to understand environments, use cases, and challenges.
• Provide value by updating customers on strategic initiatives, industry trends, and known issues or new features.
• Offer operational support during escalations by coordinating with internal functions for resolution.
• Be the voice of customers within SolarWinds and share insights with Product Management and Engineering.
• Lead discussions with internal teams to educate customers about offerings, use cases, and ROI.
• Identify and resolve churn risk in collaboration with Sales and Renewals.

Conocimientos

Customer service

Business outcomes

Data-driven decisions

IT technologies

Relationship management

Project management

Communication skills

Educación

Bachelor degree in CS/CE

Herramientas

Salesforce

NetSuite

Gainsight

Descripción del empleo

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!

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

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