Manager, Customer Success

PH-Fort Bonifacio, Taguig
Job ID
2017-9539
# Positions
1
Category (Candidate Search)
Sales
Position Type
Permanent

Overview

SolarWinds MSP is the world’s leading SaaS based software developer for IT Service Management Platforms. We develop and operate a set of global SaaS solutions including; Remote Monitoring and Management systems, Managed Security solutions, Data Backup, and eMail security. Our platform is available 24*7 and services thousands of customers worldwide.

Our continued success in the market has created the need for a Manager of Customer Success who can enhance our organization and contribute to the evolution of our suite of world-class enterprise management software.

The successful candidate is a proven leader and will have experience managing a technical team. The Manager is responsible for ensuring customers ramp up quickly with new products through the delivery of the On-Boarding Program and continuous How To assistance. They will be able to understand and lead their direct reports to attain high client satisfaction and will act as the primary escalation point. There will be a need to work across departments to drive issue resolution and escalating issues when necessary.

Responsibilities

  • Manage the day to day operations of the Customer Success – On-Boarding Team including recruiting, training, mentoring, motivating
  • Monitor case load and ensure adherence to the SLA
  • Mentor direct reports, provide growth opportunities and conduct performance reviews
  • Compile efficiency metrics and present recommendations to management to drive change
  • Handle client issue escalation and resolution through all levels of an organization
  • Provide empathy and understanding of client issues and the impact on their business operations
  • Able to develop individual and team objectives to contribute positively to organizational goals and direction
  • Establish effective processes and practices for knowledge sharing and communication
  • Work with Technical Support, Business, Development, and Quality Assurance teams to escalate and resolve customer issues
  • Review departmental communication and processes, recommend improvements and drive efficiency
  • Review Satisfaction Survey data and leverage feedback to coach direct reports and drive satisfaction

Qualifications

  • A minimum of 5-7 years of technical experience with 2+ years at the management level
  • Hands-on software support experience combined with strong management and communication skills.
  • Skilled at problem-solving, decision making, and negotiations.
  • Strong written and verbal communication skills
  • Strong interpersonal skills; able to communicate at all levels of an organization
  • Able to manage multiple projects simultaneously
  • Able to navigate challenging situations in a professional manner.
  • Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization.
  • Demonstrated ability to manage changing and multiple priorities.
  • Able to communicate verbally to technical and non-technical audiences and at all levels of the organization and across client base

Apply/Socialize Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed

Connect With Us!

Not ready to apply? Connect with us for general consideration.