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High-Touch Customer Advocate

1 week ago

Manila, National Capital Region, Philippines SolarWinds Full time

About the Job

In this role, you will have the opportunity to drive industry-leading renewal rates and maintain a large volume of renewals with a high call and email volume daily. You will collaborate with customers, partners, and internal stakeholders to develop trusted relationships and drive high ROI on SWI.

Responsibilities

  • Collaborate with customers, partners, and internal stakeholders to develop trusted relationships and drive high ROI on SWI.
  • Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure.
  • Partner with Customer Success & Account Executives to maximize account growth opportunities by playing an active role on the account team and helping identify expansion and cross-sale opportunities.
  • Identify and execute strategies to decrease churn in the assigned customer base.
  • Prioritize responsibilities within your customer segment differentiating between accounts at risk and balancing daily activity and velocity sales.
  • Work with customers to resolve any issues that may be preventing them from maintaining a relationship with SolarWinds.
  • Help maintain accurate customer records including licenses, software expiration dates, shipping address, updating customer contact information, etc.
  • Work with various departments across the organization to advocate for the customer and work together to resolve any issues including but not limited to; assisting with collection efforts, working through legal requirements, launching new pilot programs, escalating issues to support & engineering, etc.
  • Ability to negotiate and move time frames while closing sales with a very high customer experience.
  • Raise issues and trends identified in your customer segment to the broader organization for analysis and resolution.
  • Access the customer's sentiment and advocate on their behalf to ensure the optimal customer experience.