Customer Sucess Intern (Support) 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

This person will be responsible for developing and maintaining customer relationships, through the effective adoption of their software, to achieve customer retention, renewals, and upsell goals, while ensuring a best-in-class customer experience. 

Your impact:

• Support and educate customers about SolarWinds products and other use-case scenarios. Ensure revenue retention and identify opportunities to expand product adoption.
• Understand customer’s 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 with other internal functions and helping to ensure a satisfactory resolution.
• Become the voice of the customers within SolarWinds with a deep understanding and empathizing with the customer experience and representing and sharing their opinion 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 the Customer Success team.

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

Preferred experience:

• Any advanced level knowledge of the technologies listed as basic understanding, including certifications is an advantage.
• 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 information infrastructure industry is an advantage.
• Understanding of databases (Microsoft SQL, PostgreSQL, MySQL, MongoDB, etc) is an advantage.
• Understanding various routing and switching architectures (Cisco, Juniper, etc) is an advantage.
• Hands-on cloud experience and cloud certifications are an advantage.

The ideal candidate should have the following skills:

• 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 database, 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.

Your experience:

• 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/TSL, 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.

Sources

The following sources were used in researching this page:

• jobs.solarwinds.com
• youtube.com