Customer Renewals Sales Specialist, Night Shift

At SolarWinds, we’re a people-first company. 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.

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 Impact:

• In this role, you will be able to drive industry-leading renewal rates and maintain a large volume of renewals with a high call and email volume daily, minimum 50 per day, covering the North America territory (Night Shift).
• Collaborate with customers, partners, and internal stakeholders (legal, finance, sales, support, engineering, etc.) in a hybrid work environment.
• Develop a trusted relationship with key accounts, customer stakeholders, and executive sponsors within our existing customer base to 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 across the signed customer base
• Prioritize responsibilities within your customer segment, differentiating between accounts at risk and balancing daily activity and velocity sales
• Working 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 addresses, and update customer contact information etc.
• Working 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
• Above all, access the customer’s sentiment and advocate on their behalf to ensure the optimal customer experience

Competencies

• Outstanding Communication: Excellent communication skills, both verbal and written.
• Detail Orientation: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information, and plans and organizes time and resources efficiently.
• Sense of Urgency: Strong sense of urgency combined with business acumen to manage multiple issues and/or projects successfully, bringing them all to resolution in a timely manner.
• Problem Solving: Anticipates problems, recognizes and accurately evaluates the signs of a problem, and analyzes current procedures for possible improvements.
• Customer Service: Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction. Respects all internal and external customers and uses a team approach when dealing with customers in order to exceed customer expectations.
• Product Knowledge: Ability to develop a strong product understanding and system knowledge to demonstrate the value of the software and identify upsell opportunities

Your Experience:

• 2+ years’ experience in quota quota-carrying role
• 2+ years’ experience in a technical sales role
• Bachelor’s Degree from an accredited university or equivalent work experience
• Ability to network and build trust both internally and externally
• Ability to navigate and bring clarity to complex situations
• Previous experience with CRM -NetSuite or Salesforce; Tableau is a plus