Lead, Customer Experience Program Manager

Responsible for actively managing enterprise-level customer accounts 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.

Responsibilities

• Act as the primary relationship holder and point of contact for SolarWinds throughout deployment and the entire customer journey.
• Work with customers who are identified as at risk and get them to a state of satisfaction.
• Maintain regular contact with assigned cases.
• Regularly deliver value conversations related to SolarWinds product offerings, relevant industry trends, corporate updates, and detailed account business reviews.
• Impacting on retention rate, increasing product adoption, and ensuring customers act as advocates for SolarWinds.
• Recommend process changes to customer success leadership.
• Record customer details, profile data, and activities in CRM.
• Identify at-risk customers and work to help turn their customer experience around by utilizing customer success programs such as training, support, Premier Support, Success Center, etc.
• Anticipate potential issues within the 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.
• Manage ad hoc projects as determined by the manager
• May be required to assist the sales effort from a customer success point of view.
• Be the voice of the customer internally, providing feedback to all relevant departments.

Qualifications

• Strong written and verbal communicator
• Proficient in speaking English
• Advanced problem-solving skills
• Advanced Microsoft Suite skills
• RM and or ERP experience (Salesforce.com, Netsuite.com, Gainsight)
• Solid technical acumen e.g., understanding of networks, software licensing.
• oven experience consistently achieving goals, KPIs, and other measures.
• trong understanding of how to engage and excite a customer, ensuring a powerful customer experience.
• SaaS experience and ITSM background an assets.