Solarwinds Inc. Customer Success Representative - Retention Expert in Austin, Texas
SolarWinds provides powerful and affordable IT management software to more than 100,000 customers worldwide - from Fortune 500 enterprises to small businesses. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today's complex IT environments. SolarWinds' growing online community, thwack, is a gathering-place for problem-solving, technology-sharing, and participating in product development for all of SolarWinds' products.
We are currently seeking to hire a Customer Success Representative - Retention Expert. This position is responsible for actively managing customer accounts, resolving customer issues, and collecting customer software renewals for support/updates on SolarWinds products.
Act as the retention expert for a designated territory and mitigate churn of accounts and recurring revenue.
Lead and manage resolution to cases causing dissatisfaction using a defined process, including technical issues, business/financial and will be the lead in overcoming competitive challenges.
Act as the customer’s internal advocate to deliver customer satisfaction, including coordination with other internal groups to problem solve.
Once customers are happy (green light), cross sell, upsell, secure future renewals.
Become a product expert and be able to explain the value proposition
Take proactive measure to foresee potential issues in their territory including generating and monitoring reports and create action plans to resolve.
3+ years of experience working in an account management, sales, or customer success/retention role.
Strong written and verbal communicator
Advanced problem solving skills
Intermediate Word/Excel skills
CRM and or ERP experience (Salesforce.com, Netsuite.com, etc)
Technical acumen e.g. understanding of networks, software, licensing
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.
Job ID 2017-9547
# Positions 1
Position Type Permanent