Customer Success, Intermediate Details

Customer Success, Intermediate

SolarWinds - Morrisville, NC

Employment Type : Full-Time

Overview: At Solarwinds MSP, the Customer Success Manager is responsible for orchestrating success of our partners through creating a compelling customer experience, ensuring quick product adoption and value realization, exhibiting total ownership of the partner relationship. This position requires both direct interactions with partners, as well as data-driven analyses of customer behavior. As the voice of the customer, you will provide valuable product and business feedback into the internal organizations to improve the overall partner experience.Responsibilities: As a Customer Success Manager, the success of our partners is our responsibility and exhibiting complete and total ownership of the relationship is required in order to succeed in our mission. As the relationship owner you are responsible for:

• Uncovering, documenting, understanding, and updating of partners business goals
• Proactively and reactively identifying and addressing retention troubles through periodic “check in” conversations as well as data driven analysis
• Creating success plans to positively impact partner retention and growth
• Identify how Solarwinds MSP products are leveraged within partner portfolio
• Recommend how Solarwinds MSP products can be leveraged to improve success within partner portfolio
• Aligning Solarwinds MSP Resources with partners to facilitate success
• Performing Value Added presentations such as, but not limited to, the following:
  • Quarterly Business Reviews
  • Executive Briefings (Structured Best-in-Class Conversations)
  • Right Place, Right Time Conversations
• Collecting and leveraging data to inform and impact both our partner and the business
• Being the Trusted Advisor and Voice of the Customer to and for our partners

Qualifications: At Solarwinds MSP we are building a world class organization and are looking for world class talent with a passion for helping others and a focus on success.
Ideal candidates will have:

• 1-3+ years of experience working in account management, sales, or customer success/retention role in a SaaS company
• Excellent presentation skills including the ability to demonstrate technical solutions
• Excellent written and verbal communication skills
• Experience collaborating directly with internal teams (Sales, Customer Support, Marketing)
• Creative problem-solving skills and outside of the box thinking
• Team focused mindset and ability to freely and open share knowledge with others
• Proven experience consistently achieving goals, KPIs, and other metrics
• Previous MSP/Business Owner experience is a plus
• Experience with Salesforce, Gainsight/Totango, and Tableau is a plus