12 дней назад
Customer Success Manager (Midmarket)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Success Manager (Midmarket) (SaaS): Driving adoption of SolarWinds software to improve customer retention, renewals, and expansion with an accent on customer relationships, technical guidance, and value-based engagement. Focus on resolving escalations, translating networking and security use cases into business outcomes, and coordinating with Sales, Renewals, Product Management, and Engineering.
Location: Manila, Philippines
Company
provides software solutions that help customers accelerate business transformation through simple, powerful, and secure technologies.
What you will do
- Build and maintain relationships with key midmarket customers while driving product adoption, retention, renewals, and expansion.
- Understand customer environments, use cases, strategic goals, and requirements to demonstrate measurable value from products.
- Educate customers on products, use cases, industry trends, new features, known issues, security fixes, and return on investment.
- Support customers during escalations by coordinating with internal teams and helping deliver satisfactory resolutions.
- Represent customer feedback within Product Management, Engineering, and other internal departments.
- Partner with Sales and Renewals to identify churn risks, expansion opportunities, and future engagements; mentor Customer Success colleagues.
Requirements
- At least 5 years of relevant experience in an IT industry customer-facing role such as Customer Success Manager, Technical Account Manager, Technical Support Engineer, or Sales Engineer.
- Strong understanding of networking, security products, and enterprise network infrastructure.
- Experience with HTTP, DNS, TCP, UDP, SSL/TLS, and ICMP.
- Working knowledge of SQL Server and general understanding of cloud concepts.
- Experience with CRM or ERP platforms such as Salesforce, NetSuite, or Gainsight.
- Strong customer management, communication, presentation, project management, risk management, critical-thinking, and problem-solving skills.
Nice to have
- Advanced technical knowledge or certifications in networking, security, databases, routing and switching, or cloud technologies.
- Experience with Wireshark, Fiddler, information security, information infrastructure, SaaS, or products.
- Knowledge of Microsoft SQL, PostgreSQL, MySQL, MongoDB, Cisco, or Juniper technologies.
- Bachelor’s degree in Computer Science, Computer Engineering, or equivalent industry certifications.
- Customer Success or project management certifications.
Culture & Benefits
- People-first environment focused on customer, employee, partner, shareholder, and community impact.
- Collaborative, accountable, innovative, and fast-paced working culture.
- Opportunities to grow professionally while contributing to world-class software solutions.
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