Customer Success Manager - EMEA

• Strong customer service skills and the ability to manage customers during escalations.
• Ability to identify and drive business outcomes based on the customer's use case and business priorities.
• Demonstrated ability to make data-driven decisions to drive product and service performance.
• A good understanding of IT technologies, including databases, networking, and security.
• Ability to build and sustain relationships with key customer stakeholders.
• Project management, risk management, critical thinking, and problem-solving skills.
• Strong communication and presentation skills

• Support and educate customers about SolarWinds products and other use-case scenarios. Ensure revenue retention and identify opportunities to expand product adoption.
• Understand customers' business, strategic goals, and requirements to demonstrate value-delivered outcomes with SolarWinds products through regular value-based interactions, project planning, and internal collaboration with various departments
• Conduct discussions and reviews with customers, developing an in-depth understanding of their environments, use cases, and potential challenges
• Proactively provide value for customers by keeping them updated on strategic initiatives, relevant industry trends, and other important developments, such as known issues, new features, or security fixes
• Provide operational support to customers during escalations by working together with other internal functions and helping to ensure a satisfactory resolution
• Become the voice of our customers within SolarWinds with a deep understanding and empathy with the customer experience, and represent and share their opinions with the department and SolarWinds Product Management and Engineering teams.
• Lead discussions with internal departments to help educate customers about SolarWinds' product offering, use cases, and ROI, and help define and scope future engagements.
• Contribute to overall company net retention by working with the internal Sales and Renewals organizations to proactively identify and resolve potential customer churn scenarios and identify business expansion opportunities
• Mentor and support our Customer Success team

• Good verbal communication and presentation skills
• Ability to adapt the conversation to your audience
• Minimum 5+ years of relevant working experience in the IT Industry in a customer-facing role i.e. Customer Success Manager, Technical Account Manager, Technical Support Engineer, Sales Engineer
• Strong understanding of networking and security products and enterprise network infrastructure
• Experience with web technologies (HTTP, DNS, TCP, UDP, SSL/TLS, ICMP)
• Working knowledge of SQL Server is required
• General understanding of cloud concepts
• CRM and or ERP experience (Salesforce, NetSuite, Gainsight etc.)
• Strong problem-solving and customer management skills
• SaaS experience is an asset

• Any advanced-level knowledge of the technologies listed as basic understanding, including certifications, is an advantage
• A bachelor's Degree in Computer Science, Computer Engineering, or equivalent advanced industry certifications are an advantage
• SolarWinds' experience is an advantage
• Industry-recognized CSM certifications, and project management certifications are an advantage
• Hands-on experience with network troubleshooting, like Wireshark, Fiddler, etc. is an advantage
• Experience in information security or the information infrastructure industry is an advantage
• Understanding of databases (Microsoft SQL, PostgreSQL, MySQL, MongoDB, etc) is an advantage
• Understanding of various routing and switching architectures (Cisco, Juniper, etc) is an advantage
• Hands-on cloud experience, and cloud certifications are an advantage.
• EMEA hours
• Hybrid office setup (Mix of on-site and WFH)

SolarWinds