At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!
Overview
Responsible for actively managing enterprise-level 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 get them to 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.
- Impacting on retention rate, increasing product adoption, and ensuring 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.
- Create action plans to resolve.
- 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
- RM and or ERP experience (Salesforce.com, Netsuite.com, Gainsight)
- Solid technical acumen e.g., understanding of networks, software licensing.
- oven experience consistently achieving goals, KPIs, and other measures.
- trong understanding of how to engage and excite a customer, ensuring a powerful customer experience.
- SaaS experience and ITSM background an assets.
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.
All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice
Skills Required
- Strong written and verbal communicator
- Proficient in speaking English
- Advanced problem-solving skills
- Advanced Microsoft Suite skills
- RM and or ERP experience
- Solid technical acumen regarding networks and software licensing
- Experience achieving goals and KPIs
- Understanding of customer engagement strategies
- SaaS experience
- ITSM background
SolarWinds Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SolarWinds and has not been reviewed or approved by SolarWinds.
-
Healthcare Strength — Health coverage is described as comprehensive, with some locations covering healthcare, dental, and vision at 100% and generally well-regarded plan quality. Feedback suggests wellness resources, counseling, and fitness reimbursements further strengthen the offering.
-
Leave & Time Off Breadth — Paid time off, holidays, and a sabbatical after five years are part of the package. Feedback suggests global parental leave minimums add meaningful family support to the overall time-off mix.
-
Pay Growth & Progression — Compensation is considered solid by many, with consistent raises noted alongside base pay. Feedback suggests bonuses and structured increases contribute to a sense of ongoing pay growth.
SolarWinds Insights
What We Do
SolarWinds is a leading provider of powerful and affordable IT management software. Our products give organizations worldwide—regardless of type, size, or complexity—the power to monitor and manage their IT services, infrastructures, and applications; whether on-premises, in the cloud, or via hybrid models. We continuously engage with technology professionals—IT service and operations professionals, DevOps professionals, and managed services providers (MSPs)—to understand the challenges they face in maintaining high-performing and highly available IT infrastructures and applications. The insights we gain from them, in places like our THWACK® community, allow us to solve well-understood IT management challenges in the ways technology professionals want them solved. Our focus on the user and commitment to excellence in end-to-end hybrid IT management has established SolarWinds as a worldwide leader in solutions for network and IT service management, application performance, and managed services.
