Solarwinds Inc. Support Operations Manager in Austin, Texas

Opportunity Details:

Overview:

We are seeking a Support/Customer Success Operations Manager (individual contributor role) who will be responsible for the complete project lifecycle starting from an idea through planning, implementing and measuring efficacy for multiple projects of various sizes. Candidate must have strong analytic and problem solving skills since this role will also be responsible for analyzing data from multiple sources to identify bottlenecks and/or workflow issues. As a member of our Support and Customer Success Operations team you will be responsible to provide proactive and efficient solutions for Customer Success and Support which will allow us to move at greater velocity as our business grows.

Responsibilities:

  • Identify opportunities to reduce effort for our Customers and Support teams by analyzing available data. Recommend changes and then lead project through to implement changes and measure effectiveness of the project.

  • Test and validate business reports for accuracy and low effort.

  • Update and improve operational reporting for Customer Success and Support Teams.

  • Using ideas and lessons learned from external sources (books/blogs/other systems/past experience etc.) suggest how those ideas can be integrated into our systems. Present recommendations to leaders and then work to get these changes implemented.

Qualifications:

Attributes needed for success:

  • Others focused

  • Curious in everything you do

  • Works well with others

  • Successfully leverages collaboration to solve problems

  • Very analytical and detail oriented

Requirements:

  • Project Management experience of 3 to 5 years relevant experience creating and managing projects through to completion.

  • Support, customer experience or customer success domain knowledge is highly desired.

  • Experience developing reports, dashboard and presenting analytical results as actionable information for stakeholders

  • Demonstrated experience working independently on multiple projects

  • Advanced excel experience including work with pivot tables and charts

  • Proficiency with Microsoft Project or equivalent project management application

  • Excellent written and verbal skills.

  • Technical or analytic degree is strongly preferred.

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 2016-8434

# Positions 1

Location US - TX - Austin

Category Support

Position Type Permanent