Solarwinds Inc. ITSM Account Manager in Cary, North Carolina
SolarWinds' mission is to make IT look easy by arming technology pros with the solutions they need to solve today’s IT challenges. With more than 250,000 customers worldwide, SolarWinds users are loyal and passionate tech pros, and they depend on our products to solve their day-to-day IT management challenges quickly and easily.
SolarWinds Service Desk (Formally Samanage) is a cloud-based IT service management solution built to streamline the way IT provides support and delivers services to the rest of the organization. Due to our rapid growth, we offer career opportunities and currently we are seeking an experienced ITSM Account Manager
The Account Management team plays a pivotal role in our mission and company values. They are responsible for the retention and successful usage of the SolarWinds Service Desk application across multiple verticals. You will ultimately have responsibility for your book of customers' well being as we strive to disrupt the ITSM industry and live by one of our most important core values that the "Customer is King".
Manage customer relationships after the implementation process has been completed.
Identify new departmental stakeholders and build those relationships
Become a product expert and be able to apply use cases to different business unitsand share business process best practices with customers.
Schedule and conduct instructional calls with customers and provide ongoing assistance.
Train and help users in their SolarWinds Service Desk environment post implementation to drive adoption.
Conduct quarterly business reviews with existing customers.
Record call details and manage subscription details in our Salesforce environment.
Manage overall account health.
Prepare renewal options and manage customer subscription end dates.
Have a working knowledge of SaaS based IT terms to be able to speak to customers about our API, integrations, partnerships, and best practices within SolarWinds Service Desk.
Post and respond to posts on our community forum in order to share best practices, use cases, and upcoming features with our customer base.
Help educate the customer base by hosting product webinars.
Minimum 3 years experience working in sales or account management
Strong verbal and interpersonal communication skills
Working knowledge of SaaS applications with previous experience in a technical environment
Working knowledge of ITSM, ITAM, ITIL, workflow automations, service level management, and API based integrations preferred
Team mentality with a desire for personal growth and expansion
Key traits include customer service, technical proficiency, and a sales mentality
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 2019-13319
# Positions 1
Position Type Regular
Business Group ITSM