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Solarwinds Inc. Manager, Customer Success in Morrisville, North Carolina

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 an experienced Manager of Customer Success to join us in our mission of creating customer advocates by delivering an effortless and exceptional experience at every opportunity.

The successful candidate will be a proven leader and will have experience leading teams in a Customer Success environment. The Manager of Customer Success is responsible for both the development and the operation of their assigned Customer Success team, ensuring a smooth integration with the global Customer Success function. The overall aim is to ensure customers are achieving value with their existing subscriptions, drive new product adoption, and achieve retention targets by delivering a best in class customer experience.

They will be able to understand and lead their direct reports through responding to customer needs, working across departments to drive issue resolution and providing feedback on business process to all functions. The Manager of Customer Success will lead staff development through regular feedback, coaching, monitoring and performance reviews.

Highly motivated leaders who thrive in a fast-paced contact centre environment and are passionate about quality but respectful of meeting established deadlines with superior interpersonal skills are encouraged to apply.

This role is made for you if you:

  • Are in the business of behaviour change, not just knowledge exchange

  • Are a creative, proactive leader capable to driving projects and programs forward

  • Are organized, has excellent communication and people skills and follow-through

  • Are highly motivated leaders who thrive in a fast-paced environment

  • Embody the leadership qualities of collaboration, adaptability and stakeholder focus

  • Are as comfortable with local and global working environments

Responsibilities

  • Drive customer success outcomes - Increase renewal rates and reduce churn, influence customer lifetime value through high product adoption, customer satisfaction and overall customer experience

  • Drive new business growth through customer advocacy, education, and collaboration with sales

  • Lead the North American Customer Success Management team in the Durham, NC office.

  • Provide input to the global Customer Success leaders on the strategy for the Customer Success

  • Manage the day to day operations of the teams including recruiting, training, mentoring, motivating and supporting the team members achieve the business goals

  • Provide growth opportunities for team members though coaching and a defined performance management process

  • Responsible for developing and tracking individual training and professional development plans

  • Monitor KPIs to measure team performance and drive process improvement

  • Responsible for developing corrective improvement plans based on performance and ensuring all service levels are met or exceeded

  • Continuous review of all processes to ensure we are leveraging the most efficient way to do business

  • Contact point for internal and external customer requests for escalation

  • Assists with the development of priorities, objectives and strategies to achieve business goals

  • Provide empathy and understanding of customer needs and the impact on their business operations

  • Establish effective processes and practices to achieve business efficiency

  • Build and maintain effective working relationships with key stakeholders and functions

Qualifications

  • 5+ years experience in a Customer Success or Customer Experience role within the software industry

  • Demonstrated career progression with 2+ years in a management/leadership role.

  • Proven leadership ability to build, motivate a team of Customer Success professionals

  • Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization

  • Business acumen: High intelligence & ability to quickly grasp complex business issues

  • Project management: Able to prioritize, scope, plan, budget and execute to independently move projects forward

  • Critical thinking: Strong reasoning & analytical skills; able to structure thinking into logical flow and sequence that’s easy for others to understand; able to create and work with conceptual frameworks

  • Communication: Crisp, compelling and practical style of organizing thoughts into writing and speech; able to communicate at all levels of an organization

  • Self-Management: Able to know and manage your time and your commitment; adaptable with a growth mindset in support of your own work; acts with urgency and integrity

  • People Management: Expert people management skills that drive high levels of employee engagement; Able to perform coaching, performance management, and succession management

  • Stakeholder management: Able to establish positive relationships and collaborate with others around accomplishing goals; taking responsibility as they may come and held accountable for the results

  • Demonstrated ability to manage changing and multiple priorities

  • Experience with Salesforce, Totango and Tableau an asset

INSWI

Location US-NC-Morrisville, NC

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 2019-13863

# Positions 1

Category Support

Position Type Regular

Business Group MSP

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