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Solarwinds Inc. Senior Premier Services Support Manager in Lehi, Utah

Overview

As a Premier Senior Premier Services Support Manager, you will be responsible to manage and lead a highly skilled technical support team in our organization in support of some of SolarWinds’s most strategic customers and partners. You will work closely with our internal groups such as PM, development and SE team to provide world class customer service to our Premier Services customer base ensuring they achieve their business outcomes. To be successful in this role, you must be a motivated self-starter with a customer-centric, solution-oriented approach.

Responsibilities

Responsible for the Premier Support business in your respective region. The role includes account management, team management and escalation management coupled with the ability to work cross functionally to ensure our customers achieve success with their SolarWinds solution.

  • Supporting our most strategic Premier Services customers.

  • Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure.

  • A passion for customers and a strong interest and desire to handle a variety of customer issues from the very basic through the ambiguous to highly complex.

  • Act as a customer advocate and represent the customer to internal business units to secure the customer’s success.

  • Identify and manage all support issues for their accounts through the Premier Support Reps.

  • Manage and develop the support teams, including hiring, professional development and proactive project work.

  • Work with the global program lead for Premier Support to design, develop, and implement processes, systems and technology to support and enhance the Premier Support business.

  • Drive and continually improve productivity, account management & quality within the team.

  • Responsible for all personnel activities on the Premier support team including scheduling, hiring, training, and mentoring of highly skilled Premier Support Engineers.

  • Ability to work cross-geographically with team members.

Qualifications

  • You must be trustworthy, knowledgeable, people focused, innovative, passionate and results driven.

  • Proven ability to build motivate a team of highly trained Senior Technical support professionals.

  • Ability to recognize top talent and to retain current top performers.

  • Ability to analyse, understand and respond to daily support metrics.

  • Ability to adjust and change course rapidly and to manage resources to meet Customer Service level Guidelines.

  • Approachable and have the people skills to reach both internal engineers and customers.

  • Excellent communication skills and the ability to interact with cross-functional departments to ensure key data driven information on our products and processes is clear and communicate.

Experience Required:

  • Minimum of 4-6 years of applicable management experience in Customer Advocacy or Differentiated Services.

  • Excellent customer service skills.

  • BS/BA or applicable experience.

INSWI

Location US-UT-Lehi

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 2019-13563

# Positions 1

Category Support

Position Type Regular

Business Group Core IT

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