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Solarwinds Inc. Customer Success Lead in North Sydney, Australia

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 Lead Customer Success Manager (CSM) 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 CSM is the primary relationship holder between Solarwinds MSP and our partners. Leveraging their customer service experience, industry knowledge and relationship building skills, the CSM will work with partners to ensure they are achieving value with their existing subscriptions, drive new product adoption, and achieve retention targets by delivering a best in class customer experience.

The Lead, CSM will have additional team leader responsibilities and be a player/coach. They are expected to provide guidance and direction to the local team, perform administration tasks on behalf of the Customer Success Leadership as well as manage accounts.

Responsibilities

  • Act as the primary relationship holder and point of contact for accounts in a defined territory.

  • Maintain regular contact with assigned accounts.

  • Regularly deliver presentations related to SolarWinds product offerings, relevant industry trends, corporate updates, and detailed account business reviews.

  • Increase product adoption by ensuring partners are using SolarWinds best practices and leveraging SolarWinds support resources.

  • Drive awareness of SolarWinds suite of product offerings and identify new opportunities in collaboration with the sales team.

  • Proactively identify opportunities to increase customer value and/or resolve potential customer retention issues by acting as a customer advocate.

  • Record customer details, profile data and activities in CRM.

  • Provide direction and guidance to local team members.

  • Conduct administration tasks in conjunction with Customer Success Leadership

  • Act as a point of contact for the local team

  • Recommend process changes to Customer Success Leadership

Qualifications

  • Have 3+ years of account management, sales or customer service experience in the software industry

  • Held a leadership position within a team

  • Demonstrated experience consistently achieving targets, KPI’s and other measures.

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

  • Proven problem-solving capabilities.

  • Excellent communication & presentation skills.

  • SaaS experience is an asset.

  • Salesforce experience is an asset.

#LI-AF1

Location AU-NS-North Sydney

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 2020-14267

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group MSP

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