Customer Success Manager
- Manila City, Metro Manila
- Permanent
- Full-time
Responsible for actively managing customer accounts, primarily in a Tech Touch fashion, 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.Primary Responsibilities
- Act as the primary relationship holder and point of contact throughout deployment.
- Maintain regular contact with assigned accounts primarily through Tech Touch with some personal interaction.
- 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.
- Identify opportunities for process improvements.
- 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 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.
- Be the voice of the customer internally, providing feedback to all relevant departments.
- Strong written and verbal communicator
- Strong problem-solving skills
- Experience working with Tech Touch, such as Gainsight or Totango
- Intermediate Microsoft Suite skills
- CRM and or ERP experience (Salesforce, NetSuite, etc.)
- Solid 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
- 2-3 years of experience working in an account management, sales, or customer success/retention role