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Solarwinds Inc. Senior Manager, Customer Success in Austin, Texas

Overview

Reporting to the Senior Director, Global Customer Success, the ideal incumbent will manage a team of Customer Success Managers to engage with SolarWinds customers, while accelerating time-to-value by increasing adoption of features and products.

Responsibilities

  • Build and lead a team of customer champions that will manage customer relationships, understand customers’ pain points, technical landscape, and business goals; identify how SolarWinds products can best meet their needs.

  • Carry out all managerial responsibilities such as 1-1’s, managing leave, performance conversations etc.

  • Drive customer success outcomes – Influence customer lifetime value through increased renewal rates, high product adoption, customer satisfaction and overall net promoter scores, enabling expansion and new business growth through customer advocacy

  • Analyze user behavior data to detect patterns and define activity scores. Leverage the reports to automate customer campaigns geared towards increasing feature adoption and preventing churn.

  • Communicate directly with customers as well as data driven analysis of customer behavior to predict at risk customers and measure feature adoption.

  • Define and optimize customer lifecycle - Map the customer journey, develop listening points in journey (e.g., usage, satisfaction, etc.), standardize interventions for each point in journey, define segmentation of customer base and varying strategies and identify opportunities for continuous improvement

  • Measure effectiveness of customer success - Define operational metrics, establish system for tracking metrics, create cadence for internal review and share key performance indicators with executive team

  • Enhance effectiveness through technology - scale is critical and effectiveness requires consistent processes through many systems including: help desk, customer analytics and customer marketing

  • Internal customer advocacy - as the internal voice of the customer, drive internal alignment across Marketing, Product and Sales.

Qualifications

  • 5+ years relevant work experience in a customer-facing roles such as renewals, sales, customer success, customer support, sales engineering, account management or strategic consulting organization;3+ years managing Customer Success and/or Account Management teams

  • Experience hiring, developing and leading a world-class customer facing team

  • Experience collaborating directly with Renewals, Sales, Customer Support and Product/Engineering.

  • Strong empathy for customers AND passion for revenue and growth

  • Deep understanding of value drivers in recurring revenue business models

  • Highly Analytical and process-oriented mindset

  • Demonstrated desire for continuous learning and improvement

  • Enthusiastic and creative leader with the ability to inspire others

  • Experience with Salesforce, Service Cloud, Totango/Gainsight is a plus.

  • Data driven: experience with BI tools such as Tableau is a plus.

  • Bachelor's degree

Location US-TX-Austin

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 2020-15078

# Positions 1

Category Support

Position Type Regular

Business Group Core IT

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