EMEA Customer Success Lead - Adoption & Retention

SolarWinds; Manila; Presencial; PHP 600 000 - 1 000 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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

Responsabilidades

• 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

Conhecimentos

Account management

Strong communication

Problem solving

KPIs/metrics

Customer experience

Team collaboration

Technical acumen

Ferramentas

Gainsight

Totango

Salesforce

NetSuite

Microsoft Office

Descrição da oferta de emprego

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.