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ITSM Account Manager

at SolarWinds

Posted: 8/7/2019
Job Reference #: 13158

Job Description

  • LocationUS-NC-Cary
    Job ID
    # Positions
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  • Overview

    SolarWinds' mission is to make IT look easy by arming technology pros with the solutions they need to solve today’s IT challenges. With more than 250,000 customers worldwide, SolarWinds users are loyal and passionate tech pros, and they depend on our products to solve their day-to-day IT management challenges quickly and easily.

    SolarWinds Service Desk (Formally Samanage) is a cloud-based IT service management solution built to streamline the way IT provides support and delivers services to the rest of the organization. Due to our rapid growth, we offer career opportunities and currently we are seeking an experienced ITSM Account Manager

    The Account Management team plays a pivotal role in our mission and company values. They are responsible for the retention and successful usage of the SolarWinds Service Desk application across multiple verticals. You will ultimately have responsibility for your book of customers' well being as we strive to disrupt the ITSM industry and live by one of our most important core values that the "Customer is King".


    • Manage customer relationships after the implementation process has been completed.
    • Identify new departmental stakeholders and build those relationships
    • Become a product expert and be able to apply use cases to different business units and share business process best practices with customers.
    • Schedule and conduct instructional calls with customers and provide ongoing assistance.
    • Train and help users in their SolarWinds Service Desk environment post implementation to drive adoption.
    • Conduct quarterly business reviews with existing customers.
    • Record call details and manage subscription details in our Salesforce environment.
    • Manage overall account health.
    • Prepare renewal options and manage customer subscription end dates.
    • Have a working knowledge of SaaS based IT terms to be able to speak to customers about our API, integrations, partnerships, and best practices within SolarWinds Service Desk.
    • Post and respond to posts on our community forum in order to share best practices, use cases, and upcoming features with our customer base.
    • Help educate the customer base by hosting product webinars.


    • BA/BS degree
    • Minimum 3 years experience working in sales or account management
    • Strong verbal and interpersonal communication skills
    • Working knowledge of SaaS applications with previous experience in a technical environment
    • Working knowledge of ITSM, ITAM, ITIL, workflow automations, service level management, and API based integrations preferred
    • Team mentality with a desire for personal growth and expansion
    • Key traits include customer service, technical proficiency, and a sales mentality

    Not ready to apply? Connect with us for general consideration.