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Solarwinds Inc. Manager, Customer Success in Austin, Texas

Overview

This is a new group within the support org that will own the new Support Products (Smart Start, Premier Support, Mission Control…). These positions are senior program managers and will be responsible for the product management and post purchase marketing responsibilities for these programs. The executions of the programs themselves will remain with the groups currently managing execution.

Responsibilities

  • They are the expert for their products

  • Measurement of approved program KPIs

  • Strategy and Evangelist activities surrounding their program including – social, email, videos, web, PR, podcasts

  • Working with execution team to understand issues and opportunities for these programs

  • Creation of and adherence to roadmaps for their programs and how these work with the roadmaps of other teams

  • Evangelizing their products throughout SolarWinds

  • Working with their counterparts on the programs team to ensure that working strategies are used across all programs

  • Product Owner for the SolarWinds Support Offerings. This position will own multiple products and be responsible for:

  • Manage estimation and scoping of program projects

  • Work closely with Support , Operations, Marketing, and Development to implement and support program strategy for your products

  • Drive program success by collaborating with support, operations, product management, demand generation, and sales to execute integrated go-to-market strategies

  • Analyze customer relationships including understanding and improving the typical customer lifecycle

  • Retrieve and review data analytics, user testing and customer pathing to better understand our customers, what issues they are facing and provide possible solutions for those challenges

  • Create and communicate: market, customer and competitive research that can be used for project justification/strategy and prioritization

  • Drive program success by managing your own projects independently using PMI or Agile methodologies

Qualifications

  • High energy levels, ability to work independently, enthusiasm and can-do attitude is a must

  • Minimum 5+ years project/program management experience – this position works closely with operations, marketing, support and development through the entire project lifecycle

  • Top quality project and program management discipline is a must

  • Expert level experience estimating, prioritizing, planning, and coordinating project activities

  • Expert level experience writing clear, concise and comprehensive project plans

  • Comfortable moving quickly with limited information in a “test, learn, adapt” culture

  • Ability to dig into analytics tools, databases and spreadsheets to find the meaning in the data

  • Strong understanding of SEO principles and strategy, Google Analytics and Web Console

  • Strong oral, written, and graphic communication skills – a writing sample is required as part of the interview process

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 2019-13446

# Positions 1

Category Support

Position Type Regular

Business Group Core IT

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