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Solarwinds Inc. On-boarding Specialist, Intermediate in Fort Bonifacio, Philippines

Overview

SolarWinds MSP is the leading global provider of complete IT management and Automation solutions for Managed Service Providers (MSPs). Our award-winning product suite includes the industry’s #1 RMM Service Automation Platform and has a proven track record of helping MSPs standardise and automate the setup and delivery of IT services to achieve true scalability. We are passionate that the MSPs who use our products everyday should be excited about them. That's why we put our users first in everything we do and strive to deliver powerful functionality while making their jobs easier.

Our award-winning service department is seeking experienced Customer Success Advisors (CSA) to join us in our mission of creating customer advocates by delivering an effortless customer experience at every opportunity.

As a member of the Customer Success team, the CSA is a key interface between Solarwinds MSP and our partners as they become a partner for the first time or if they are expanding their relationship with us. Engaging immediately after purchase the CSA will be with the partner through the entire onboarding journey to make sure they get value from our products, other educational resources available and setting expectations for the rest of their journey with Solarwinds!

Responsibilities

  • Become a Solarwinds MSP products expert

  • Educate partners on Solarwinds capabilities and best practices to simply adoption

  • Capture customer needs, requests and profile data in CRM and communicate

  • Provide detailed account walkthroughs and assist new and existing partners with implementation

  • Listen for customer needs and expansion opportunities brining in the appropriate Solarwinds stakeholders

  • Expertly transition partners out of implementation phase with an information rich hand off to a Sales Manager or Customer Success Manager

  • Ensure partners receive superior service

  • Collaborate with sales, finance and customer success teams

  • Leverage feedback for continuous improvement to the onboarding process

  • Listen carefully to information provided by partners and ask clarifying questions to ensure proper use of Solarwinds software

  • Learn success stories and new use cases for Solarwinds software from our partners and share these with internal teams

Qualifications

  • Have 2+ years of Account / Relationship Manager / Sales Engineer / Technical Trainer experience in a SaaS-type environment

  • Has a technical background and proven experience in supporting or implementing IT products

  • Understand how to engage and excite an audience, catering learning experiences for all skill and interest levels

  • Ability to explain technical subjects to both technical and non-technical clients in an easy to understand manner

  • Proven problem-solving capabilities

  • Have excellent communication skills

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 2019-13594

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group MSP

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