Customer Success Manager

Your Role:

Responsible for actively managing database customer accounts to position the value of SolarWinds' customer success programs. Creates a powerful customer experience, ensuring strong retention rates, product adoption, and customer advocacy. Engages with customers to obtain valuable feedback that will allow SolarWinds to create a stronger overall customer experience.

Responsibilities:

• Act as the primary relationship holder and point of contact for SolarWinds throughout deployment and the entire customer journey.
• Work with customers who are identified as at risk and help them reach a state of satisfaction.
• Maintain regular contact with assigned cases.
• Regularly deliver value conversations related to SolarWinds product offerings, relevant industry trends, corporate updates, and detailed account business reviews.
• Impact retention rates, increase product adoption, and ensure customers act as advocates for SolarWinds.
• Recommend process changes to customer success leadership.
• Record customer details, profile data, and activities in CRM.
• Identify at-risk customers and work to help turn their customer experience around by utilizing customer success programs such as training, support, Premier Support, Success Center, etc.
• Anticipate potential issues within the customer base and create action plans to resolve them.
• Follow up with customers who provide CSAT/DSAT support surveys. Gather additional details about the customer experience. Look for trends where the organization can work cross-functionally to create stronger customer experiences.
• Manage ad hoc projects as determined by the manager.
• May be required to assist the sales effort from a customer success point of view.
• Be the voice of the customer internally, providing feedback to all relevant departments.

Qualifications:

• Strong written and verbal communicator.
• Proficient in speaking English.
• Advanced problem-solving skills.
• Advanced Microsoft Suite skills.
• CRM and/or ERP experience (Salesforce.com, Netsuite.com, Gainsight).
• Solid technical acumen, e.g., understanding of networks and software licensing.
• Proven experience consistently achieving goals, KPIs, and other measures.
• Strong understanding of how to engage and excite a customer, ensuring a powerful customer experience.
• SaaS experience and ITSM background are assets.

Job Types: Full-time, Permanent

Pay: From Php35,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Discounted lunch
• Employee discount
• Gym membership
• Health insurance
• Life insurance
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee
• Staff meals provided

Schedule:

• 8 hour shift
• Shift system

Supplemental Pay:

• 13th month salary
• Anniversary bonus
• Bonus pay
• Overtime pay
• Performance bonus
• Yearly bonus

Work Location: Hybrid remote in Taguig