At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!
Summary: 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. Engages with customers to obtain valuable feedback that will allow SolarWinds to create a stronger overall customer experience.

REQUIRED SKILLS:

• Fluent German & English language essential.
• Strong written and verbal communication skills.
• Advanced problem-solving skills.
• Advanced Microsoft Suite skills.
• CRM and/or ERP experience (Salesforce.com, Netsuite.com, etc.).
• Solid technical acumen, e.g., understanding of networks, software, licensing.
• Proven experience consistently achieving goals, KPIs, and other measures.
• Strong understanding of how to engage and excite a customer, ensuring a powerful customer experience.
• SaaS experience is an asset.

PREFERRED QUALIFICATIONS:

• 3-5 years of experience working in an account management, sales, or customer success/retention role.
  SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
  All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notic

• Act as the primary relationship holder and point of contact for SolarWinds throughout deployment and the entire customer journey.
• Work with customers identified as at risk and get them to a state of satisfaction and ‘ready to buy’.
• Maintain regular contact with assigned cases.
• 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 act 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 improve their customer experience using customer success programs such as training, support, Premier Support, Success Center, etc.
• Anticipate potential issues within the customer base and create action plans to resolve them.
• Follow up with customers who provide CSAT/DSAT support surveys; gather additional details about the customer experience.
• Manage ad hoc projects as determined by the manager.
• Assist the sales effort from a Customer Success point of view when required.
• Be the voice of the customer internally, providing feedback to all relevant departments.