Customer Success Manager (Intern)
SolarWinds
- Manila City, Metro Manila
- Training
- Full-time
- Act as the primary relationship holder and point of contact throughout deployment.
- Maintain regular contact with larger assigned accounts.
- Regularly deliver value conversations related to SolarWinds product offerings, relevant industry trends, corporate updates, and detailed account business reviews.
- Impact retention rate, increase product adoption, and ensure customers fulfil their roles 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 experiences around by utilizing customer success programs such as training, support, Premier Support, Success Center, etc.
- Anticipate potential issues within 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.
- Be the voice of the customer internally, providing feedback to all relevant departments.
- Very strong written and verbal communicator
- Strong problem-solving skills
- Experience working with Tech Touch such as Gainsight.
- Advanced Microsoft Suite skills
- CRM and or ERP experience (Salesforce, NetSuite, etc.)
- Advanced technical acumen e.g., understanding of networks, software, licensing
- Strong understanding of how to engage and excite a customer, ensuring a powerful customer experience
- Proven experience of working towards goals, KPIs, and other measures