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Solarwinds Inc. Customer Retention Renewal Rep, Senior in Fort Bonifacio, Philippines


SolarWinds provides powerful and affordable IT management software to more than 100,000 customers worldwide - from Fortune 500 enterprises to small businesses. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today's complex IT environments. SolarWinds' growing online community, thwack, is a gathering-place for problem-solving, technology-sharing, and participating in product development for all of SolarWinds' products.

The Senior Maintenance Renewal Rep, Subscription Businessis responsible for proactively working with an assigned set of customers to inspire successful use of our products by those customers and to achieve the highest possible renewal rates within that customer set (maintenance, SaaS and subscription-based products).


  • Focus on successfully managing customer renewals and relationships

  • Build rapport with customers via email and phone conversations

  • Prevent contractual gaps while handling customer renewals

  • Present products and services information to customers during their renewal period

  • Negotiate and close renewals

  • Escalate customer questions or concerns to the appropriate Support or Success team

  • Find additional opportunities to increase customer footprint and increase revenue

  • Leverage renewal framework

  • Assist management with churn analysis and retention forecasting as needed

  • Working with customers to resolve any issues which may be preventing them from maintaining a relationship with SolarWinds

  • Maintaining accurate customer master record including licenses, software expiration dates, shipping address, updating customer contact information

  • Working with various departments across the organization to advocate for the customer and work together to resolve any issues

  • Resolving order issues with customer service and order management

  • Performing other administrative support duties as requested


  • 5+ years’ experience in quota carrying role

  • Excellent customer service skills

  • Excellent communication skills both oral and written

  • Excellent problem-solving skills

  • Good computer skills

  • Ability to multi-task and track multiple issues

  • Previous experience with CRM, NetSuite and/or SalesForce is a plus

Location PH-Fort Bonifacio, Taguig

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 2020-15107

# Positions 1

Category (Candidate Search) Sales

Position Type Regular

Business Group Core IT

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