Senior GSI Customer Success Manager SolarWinds

3.0 - 7.0 years

0 Lacs

karnataka

On-site

As an integral part of SolarWinds, you will actively manage enterprise-level customer accounts to showcase the value of SolarWinds" customer success programs. Your primary responsibility will be to create a compelling customer experience, ensuring high retention rates, increased product adoption, and customer advocacy. By engaging with customers, you will gather valuable feedback that will enable SolarWinds to enhance the overall customer experience. Your key responsibilities will include acting as the primary point of contact for customers throughout deployment and their entire journey with SolarWinds. You will work closely with customers identified as at risk to ensure their satisfaction. Maintaining regular communication with assigned cases and delivering value conversations related to SolarWinds product offerings, industry trends, corporate updates, and detailed account business reviews will be essential. Your role will significantly impact retention rates, increase product adoption, and foster customers to become advocates for SolarWinds. You will be expected to recommend process improvements to customer success leadership, record customer details and activities in CRM, and identify at-risk customers to provide necessary support through various customer success programs. Anticipating potential issues within the customer base and creating action plans to resolve them will be a crucial aspect of your role. You will follow up with customers who share their satisfaction or dissatisfaction through surveys to gather additional insights and trends for enhancing customer experiences. Moreover, you will manage ad hoc projects as assigned by your manager and may be required to support the sales effort from a customer success perspective. Your role will also involve being the internal voice of the customer, providing valuable feedback to relevant departments across the organization. To excel in this role, you must possess strong written and verbal communication skills, proficiency in English, advanced problem-solving abilities, and proficiency in the Microsoft Suite. Experience with CRM or ERP systems such as Salesforce.com, Netsuite.com, Gainsight, solid technical acumen including understanding of networks and software licensing, and a track record of consistently achieving goals and KPIs are essential. Experience in Software as a Service (SaaS) and an IT Service Management (ITSM) background will be considered assets in this role. If you are ready to be part of a dynamic team and contribute to the growth and success of SolarWinds, we welcome you to apply and grow with us! All applications will be handled in accordance with the SolarWinds Privacy Notice, which can be viewed at https://www.solarwinds.com/applicant-privacy-notice.,

Posted 1 week ago

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