Senior Database Customer Success Manager

Job title: Senior Database Customer Success Manager

Company:


Job description: 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! Your Role: Responsible for actively managing database 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. Responsibilities: Act as the primary relationship holder and point of contact for SolarWinds throughout deployment and the entire customer journey. Work with customers who are identified as at risk and help them reach a state of satisfaction. 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 rates, 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 help turn their customer experience around by utilizing 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. Look for trends where the organization can work cross-functionally to create stronger customer experiences. Manage ad hoc projects as determined by the manager. May be required to assist the sales effort from a customer success point of view. Be the voice of the customer internally, providing feedback to all relevant departments. Qualifications: Strong written and verbal communicator. Proficient in speaking English. Advanced problem-solving skills. Advanced Microsoft Suite skills. CRM and/or ERP experience (Salesforce.com, Netsuite.com, Gainsight). Solid technical acumen, e.g., understanding of networks and 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 and ITSM background are assets. 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:

Expected salary:

Location: Manila City, Metro Manila

Job date: Sun, 08 Jun 2025 22:59:05 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (jobsnear.pro) you saw this job posting.Thanks&Good Luck