SolarWinds expands global customer care team

SolarWinds, a provider of IT management software, has expanded its customer success initiative to drive partner enablement.
SolarWinds productsThe announcement includes an expanded global customer care team, improved onboarding tools, dedicated and enhanced localized customer success management, and new peer-to-peer advisory programs.

24×5 global customer care team is dedicated to helping MSP partners remain focused on maximizing business success, and spend less time troubleshooting things like account questions and usage reports.

Expanded onboarding team will works with every new customer and first-time tool user to provide in-depth training, and chart an ongoing path for technical efficiency and improved performance.

Enhanced localized customer success managers will assist partners with timely, relevant tools and resources through a global hub of more than 40 dedicated professionals.

The newest components build on key customer success initiatives including the SolarWinds Head Nerds program and the MSP Institute. The Institute provides training and tips through business, sales, marketing, and technical tracks from experts and industry leaders, and has already celebrated more than 30,000 course completions since its launch in 2018.

The Head Nerds, who began their advisory efforts earlier this year, deliver training boot camps, educational resources, and consultative office hours to help MSPs understand and maximize the most important business growth opportunities including security, backup, automation, and operations.

Since they began, more than a dozen boot camps have had over 5,000 attendees, and recent COVID-19 specific sessions hosted more than 4,000.

“With the expansion of our customer success team and resources, we’re furthering our commitment to put our partners at the center of everything we do,” stated Mike Cullen, group vice president of partner success for SolarWinds MSP.

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