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Solarwinds Inc. Customer Success Specialist in Bucharest, Romania

Overview

The Customer Success Specialist is a key role to driving onboarding, adoption and retention of core products/solutions by providing post-sales guidance and initiatives directly to our customers.

You will be managing a portfolio of a few hundred customers and interacting directly with customers via phone, he/she will help at-risk customers promote overall customer satisfaction, product adoption, retention, and renewals mainly in the MSP -small business and very small business segment.

The role has a variable commission.

The role will partner with Sales on account planning and handle escalations on at-risk customers, strategize and be a resource on how best to leverage Customer Success Resources.

Responsibilities

  • Maximize long-term client retention and value maximization

  • This relates to account management, churn management, as well as customer experience & client activation management.

  • Moreover, you align and train technical teams on the commercial value of customers in the attempt to activate the technical teams as trusted (technical) sales consultants to clients.

  • You achieve the above outlined core objectives hand in hand both with the commercial as well as the technical teams where you take the leading role to ensure implementation success.

  • You furthermore ensure reporting metrics to be in place and proper related project management.

  • You manage all customer complaints, feedback and escalations, you drive the process and involve all necessary teams and departments to make sure the case is resolved and the customer does not churn.

Qualifications

  • Bachelor Degree or higher

  • Min 3 years experience in customer care / customer retention

  • Project management experience and skills

  • Excellent communication and relationship management skills

  • Strong IT and statistics understanding

  • Proficient spoken and writing English

  • Ability to learn fast, multi-task and prioritize

We offer:

  • A full-time position (40 hours/week)

  • Attractive salary and regular performance-dependent salary increases

  • Private medical subscription

  • Gym Subscription

  • Life & disability insurance

  • Extra leave days for seniority acquired within the company

  • Central office location

  • Lots of space for self-development, personal growth, and opportunities to contribute

  • A team of high performing and passionate colleagues.

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 2019-12258

# Positions 1

Category (Candidate Search) Sales

Position Type Regular

Business Group SolarWinds MSP

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