Customer Success Manager (German Speaking)
- Cork
- Permanent
- Full-time
- Act as the primary relationship holder and point of contact for SolarWinds throughout deployment and the entire customer journey.
- Work with customers identified as at risk and get them to a state of satisfaction and 'ready to buy'.
- 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 rate, 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 improve their customer experience using 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.
- Manage ad hoc projects as determined by the manager.
- Assist the sales effort from a Customer Success point of view when required.
- Be the voice of the customer internally, providing feedback to all relevant departments.
- Fluent German & English language essential.
- Strong written and verbal communication skills.
- Advanced problem-solving skills.
- Advanced Microsoft Suite skills.
- CRM and/or ERP experience (Salesforce.com, Netsuite.com, etc.).
- Solid technical acumen, e.g., understanding of networks, 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 is an asset.
- 3-5 years of experience working in an account management, sales, or customer success/retention role.