Senior Strategic Customer Success Manager

SolarWinds; Taguig; Vor Ort; PHP 600.000 - 1.000.000; Vollzeit

Zusammenfassung

SolarWinds is seeking a customer success professional to actively manage large customer accounts, driving retention, product adoption, and advocacy. You will be the primary contact throughout deployment and maintain regular touchpoints with key accounts.

The role emphasizes delivering value discussions, recognizing at-risk customers, and collaborating with cross-functional teams to enhance the overall customer experience.

Qualifikationen

• Excellent written and verbal communication skills.
• Strong problem-solving abilities.
• Experience with Gainsight or Totango.
• Advanced Microsoft Office suite skills.
• CRM/ERP experience (Salesforce, NetSuite, etc.).
• Strong customer engagement to deliver value.
• 3+ years in account management, sales, or customer success/retention.

Aufgaben

• Actively manage larger customer accounts to demonstrate SolarWinds value and drive retention.
• Serve as primary relationship holder and point of contact during deployment.
• Maintain regular contact with larger assigned accounts.
• Deliver value conversations about SolarWinds offerings and industry trends.
• Impact retention, product adoption, and customer advocacy.
• Recommend process changes to customer success leadership.
• Record customer details and activities in CRM.
• Identify at-risk customers and turn experiences around using CS programs.
• Anticipate issues and create action plans to resolve.
• Follow up on CSAT/DSAT surveys and extract trends.
• Be the voice of the customer to relevant departments.

Kenntnisse

Strong communication

Problem solving

Customer engagement

SaaS experience

CRM experience

ERP experience

Tech proficiency

Goals & KPIs

Team collaboration

Tools

Gainsight

Totango

Salesforce

NetSuite

Microsoft Excel

Jobbeschreibung

SolarWinds is seeking a customer success professional to actively manage large customer accounts, driving retention, product adoption, and advocacy. You will be the primary contact throughout deployment and maintain regular touchpoints with key accounts.

The role emphasizes delivering value discussions, recognizing at-risk customers, and collaborating with cross-functional teams to enhance the overall customer experience.