At SolarWinds, we're a people-first company. Our purpose is to enrich the lives of the people we serveincluding 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 Impact:
In this role, you will be responsible for managing strategic customer accounts to position the value of SolarWinds customer success programs.
- Act as the primary relationship holder and point of contact throughout product onboarding to determine primary goals and ensure time to value.
- Manage implementation and consulting projects, where you would be expected to plan, schedule, and implement SolarWinds solutions for customers or service providers.
- Proactively update customers on 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 fulfill their roles as advocates for SolarWinds.
- Assist with leadership with the implementation of process changes.
- Help develop and maintain best practices for implementing and supporting SolarWinds products in both internal and customer-facing documentation.
- Providing clear and constructive product feedback to Product Management based on customer requirements.
- 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.
- Maintain a customer-focused approach and intimate knowledge about customer use-case scenarios.
- Expected to take support escalations from assigned accounts and help Support team with customer communication and internal alignment to address issues.
- Be the voice of the customer internally, providing feedback to all relevant departments.
Your Experience:
- Good verbal communication and presentation skills
- Ability to adapt the conversation to your audience
- Minimum 1-2 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
- Basic understanding of TCP/IP stack and practical knowledge of protocol workflow
- Basic understanding of HTTP, DNS, TCP, UDP, SSL/TSL, ICMP
- Basic understanding of Microsoft Active Directory and LDAP
- Basic understanding of Windows Server is required (installation, configuration, and deployment)
- Basic understanding of SQL Server is required
- General understanding of cloud concepts
- CRM and or ERP experience (Salesforce, NetSuite, GainSight, etc.)
- Strong troubleshooting and customer management skills is a must
- SaaS experience is an asset
Preferred Experience
- 5+ years working experience as account management (pre or post sales), technical support / Customer Service experience in the IT industry
- Any advanced level knowledge in the technologies listed as basic understanding, including certifications 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
- Basic Shell Scripting/Programming Experience (bash, perl, etc.) 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
