Identify at risk customers and work to help turn their customer experience around through utilization of customer success programs such as training, support, premier support, success center, etc.
Educate on and promote customer success programs such as Smart Start, SolarWinds Academy and Premier Support with internal Sales/Renewals teams and with customers (when appropriate).
Act as the customer’s internal advocate to deliver customer satisfaction, including coordination with other internal groups to problem solve.
Follow up with customers who provide csat/dsat support surveys.
Gather additional details about the customer experience.
Look for trends where the support and customer success organization can work cross functionally to create a stronger customer experience.
Become a product expert and be able to explain the value proposition.
Take proactive measure to foresee potential issues in their territory including generating and monitoring reports and create action plans to resolve.
2-5 years of relevant customer facing experience
1-2 years in high tech or software industry with proven aptitude to learn new products
Prefers someone who has already been in a customer success (account management) type of role
Self-starter with the ability to manage multiple projects simultaneously
Understanding of application, server, and network security a plus.
Good listening skills
Great English speaking skills
Background and experience in account management and/or customer service with an inclination toward technical skills