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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.\nThe 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!\nThe ideal candidate should have the following skills:\nStrong customer service skills and the ability to manage customers during escalations.\nAbility to identify and drive business outcomes based on the customer’s use case and business priorities.\nDemonstrated ability to make data-driven decisions to drive product and service performance.\nA good understanding of IT technologies, including database, networking, and security.\nAbility to build and sustain relationships with key customer stakeholders.\nProject management, risk management, critical thinking, and problem-solving skills.\nStrong communication and presentation skills\nYour Impact:\nSupport and educate customers about SolarWinds products and other use-case scenarios. Ensure revenue retention and identify opportunities to expand product adoption.\nUnderstand 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\nConduct discussions and reviews with customers, developing in-depth understanding of their environments, use cases, and potential challenges\nProactively 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\nProvide operational support to customers during escalations by working together with other internal functions and helping to ensure a satisfactory resolution\nBecome the voice of our 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\nEngineering teams.\nLead discussions with internal departments to help educate customers about SolarWinds product offering, use cases, and ROI and help define and scope future engagements.\nContribute 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\nMentor and support our Customer Success team\nYour Experience:\nGood verbal communication and presentation skills\nAbility to adapt the conversation to your audience\nMinimum 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\nStrong understanding of networking and security products and enterprise network infrastructure\nExperience with web technologies (HTTP, DNS, TCP, UDP, SSL/TSL, ICMP)\nWorking knowledge of SQL Server is required\nGeneral understanding of cloud concepts\nCRM and or ERP experience (Salesforce, NetSuite, Gainsight etc.)\nStrong problem solving and customer management skills\nSaaS experience is an asset\nPreferred Experience:\nAny advanced level knowledge in the technologies listed as basic understanding, including certifications is an advantage\nBachelor Degree in Computer Science, Computer Engineering or equivalent advanced industry certifications are an advantage\nSolarWinds experience is an advantage\nIndustry recognized CSM certifications, project management certifications are an advantage\nHands-on experience with network troubleshooting like Wireshark, Fiddler, etc. is an advantage\nExperience in information security or information infrastructure industry is an advantage\nUnderstanding of databases (Microsoft SQL, PostgreSQL, MySQL, MongoDB, etc) is an advantage\nUnderstanding of various routing and switching architectures (Cisco, Juniper, etc) is an advantage\nHands on cloud experience, cloud certifications are an advantage\nSolarWinds is an Equal Employment Opportunity Employer. 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