Solarwinds Inc. Customer Success Program Manager in Austin, Texas

Overview

You'll work to deliver impactful outcomes to the organization. You'll participate in multiple concurrent high-visibility projects and support occasional ad hoc needs from your internal customers.

You’ll bring infectious customer urgency to those around you, you'll be a mentor, multiplier, influencer, negotiator and awesome communicator rolled into one.

You value high-quality work with attention to detail and have a track record of delivering both. You combine curiosity, discernment, and drive, and like asking "why" to unravel a seemingly complex problem and get to the root cause. You know how to gather, author, and interpret business requirements, and can resolve potential requirement conflicts among senior partners with grace and clarity.

When you encounter a problem you come up with multiple solutions, weigh the trade-offs and efforts, identify the best path forward, and exercise good judgment to drive ahead. You have experience in change management and turning information and questions into action. You're comfortable interacting with people across all levels of an organization.

We're looking for an experienced program manager with a minimum of 8-10 years of experience that is capable of driving impactful customer outcomes.

Responsibilities

  • Take our onboarding initiative, Smart Start, and help us define and execute a global strategy to help more customers get successfully onboarded

  • Take our highest level of support offering, Premier Support, and help us define and execute a global strategy

  • Drive higher adoption rates for both of these offerings

  • Work closely with delivery teams to ensure the highest levels of quality standards are being achieved for the offerings you program manage

  • Work closely with finance to ensure pricing and margin expectations are being achieved

  • Advocate and influence for the customer experience across the company

  • Define new support offerings or enhance existing support offerings to enable customers to more quickly implement and fully adopt SolarWinds software

  • Deliver high impact and high value programs/ projects

  • Adept at partnering with cross functional teams, including customer marketing, support, product and development to bring about successful customer outcomes

  • Expert communicator, facilitator, and roadblock remover

#LN

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 2019-12410

# Positions 1

Category Support

Position Type Regular

Business Group SolarWinds