Customer Operations Specialist

at SolarWinds (View all jobs)

Manila, Philippines

Req ID: 202181

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!

Key Responsibilities

  • Managing the Renewals Team, Renewal Sales, and personal inboxes; answering questions and forwarding incoming requests to the appropriate renewal sales representatives.
  • Identifying customer issues and directing them to the correct department – for example, sales, support, customer service, etc.
  • Understanding the SolarWinds Renewal value, process, timelines, and explaining this to both customers and partners.
  • Working with external partners on renewals-related issues.
  • Overcoming customer challenges and objections regarding their renewal completion.
  • Ensuring all orders received are correct and sent to our finance team for processing.
  • Resolving any issues relating to renewal orders.
  • Representing SolarWinds in a professional manner as a potential first line of interaction for customers and partners.
  • Executing co-term and merge requests.
  • Accepting incoming calls related to customer renewals.
  • Must be available for shifting schedules, which may include weekends and holidays.
  • Hybrid setup: 3 days in the office (Tuesday, Wednesday, and Thursday).

What We’re Looking For

  • Experience managing customer renewals or subscription-based products/services.
  • Strong attention to detail and ability to manage high-volume inboxes.
  • Strong communication skills—both written and verbal.
  • Excellent problem-solving and negotiation abilities.
  • Excellent written communication skills — clear, professional, and customer-centric email tone.
  • Ability to manage multiple priorities and maintain attention to detail.
  • Experience with CRM tools- Salesforce, Outreach, NetSuite is a plus.
  • Previous experience in subscription sales, renewals, or retention environment is a plus.
  • Team-oriented with a willingness to collaborate across departments (sales, accounting, and customer success).
  • Commitment to providing exceptional customer experience while meeting team and individual performance goals.

 

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice