Customer Success Manager Intern null

About SolarWinds

SolarWinds provides software solutions for IT management, helping businesses manage their networks, systems, and applications effectively. They create infrastructure management software to help make technology work and perform at its best. Technology is their passion and they have been one of the best stories in software for over 20 years.

Your role & responsibilities

• Responsible for actively managing larger 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.
• Engage with customers to obtain valuable feedback that will allow SolarWinds to create a stronger overall customer experience.
• Act as the primary relationship holder and point of contact throughout the 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 fulfill 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 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.

Training & development

Through structured and supportive opportunities, which include on-the-job learning, coaching, mentoring, external learning opportunities, and formal training. They make sure you’re enabled and empowered to develop in the direction that interests you. They provide a one-stop shop for world-class training for SolarWinds products through on-demand videos and instructor-led classes. 

Benefits

Caring for Solarians benefits the health and well-being of its employees and their families.

• Competitive Compensation
• Health & Medical Benefits
• Education Assistance
• Career Development
• Employee Assistance Program
• Monthly & Weekly Fitness Challenges

Career progression

SolarWinds takes career growth to another level. From day one, a structured onboarding process will set you up for success as you navigate the learning opportunities within your role. Because the business growth drives opportunities for your growth, they’re able to provide engaging, impactful, and exciting careers you won’t find anywhere else. 

Work-life balance

At SolarWinds, work-life balance is a priority. They offer flexible schedules to accommodate different needs and elevate workspaces to offer a fulfilling experience. Valuing mental health, approach for employees to enhance overall well-being proactively.

Company culture

Their mission is to enhance the well-being of those they serve—be it employees, customers, shareholders, partners, or communities—by embodying Solarian values: Collaboration, Accountability, Readiness, and Empathy (CARE).

About you

Basic Qualifications:

• 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 in working towards goals, KPIs, and other measures.

Sources

The following sources were used in researching this page:

• jobs.solarwinds.com
• youtube.com