EMEA CSM

SolarWinds; Manila; In loco; PHP 600.000 - 1.000.000; Tempo pieno

Descrizione del lavoro

SolarWinds is hiring a Customer Success/Account Manager in Manila to actively manage customer accounts with a Tech Touch approach, driving retention, adoption and advocacy.

You will be the primary relationship holder during deployment, maintain regular contact through Tech Touch and occasional personal interactions, and deliver value conversations on product offerings and industry trends, with detailed CRM activity tracking.

Competenze

• 2+ years in account management, sales, or customer success/retention
• Excellent written and verbal communication
• Experience with Tech Touch platforms (Gainsight or Totango)
• Intermediate Microsoft Office skills
• CRM/ERP experience (Salesforce, NetSuite)
• Strong problem-solving and goal-oriented mindset
• Ability to engage and excite customers to drive retention

Mansioni

• Actively manage customer accounts with a Tech Touch approach to highlight value of SolarWinds customer success programs
• Serve as primary relationship holder and point of contact during deployment
• Maintain regular contact with assigned accounts through Tech Touch with some personal interaction
• Deliver value conversations on SolarWinds product offerings, industry trends, and account reviews
• Impact retention rate, increase product adoption, and foster customer advocacy
• Identify opportunities for process improvements
• Record customer details, profile data, and activities in CRM
• Identify at-risk customers and turn experiences around via customer success programs
• Anticipate potential issues and create action plans to resolve
• Follow up on csat/dsat surveys and extract trends for cross-functional improvements
• Be the voice of the customer to relevant departments

Conoscenze

Account management

Strong communication

Problem solving

KPIs/metrics

Customer experience

Team collaboration

Technical acumen

Strumenti

Gainsight

Totango

Salesforce

NetSuite

Microsoft Office

Descrizione del lavoro

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

Requirements: