About the role

Aplyr's Quick Take

This role is about managing customer experience programs and coordinating cross-functional initiatives at SolarWinds. You'll be working closely with various teams to gather customer feedback, analyze trends, and implement improvements. It's primarily an individual contributor role focused on program management and analytics.

Good fit

Ideal candidates have a background in program management, strong analytical skills, and experience in customer experience or market insights. You should be collaborative, organized, and comfortable working in a fast-paced environment.

Worth noting

The role emphasizes a people-first culture and values attitude and commitment over traditional qualifications. Be prepared for a dynamic work environment that may require adaptability to changing priorities.

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!

About the Role

We are looking for a highly organized and analytically minded Program Manager to support cross-functional customer experience and go-to-market initiatives. This role sits at the intersection of Customer Experience, Business Units, Product, Marketing, Support, and Customer Success, helping drive customer listening programs, market insights, operational coordination, and strategic initiatives across the organization.
The ideal candidate combines strong program management capabilities with analytical thinking, stakeholder management, and curiosity about customer and market trends.

Key Responsibilities

Customer Listening & NPS Programs

Support execution of relational and transactional NPS/customer feedback programs
Coordinate survey launches, communications, reporting timelines, and follow-up actions
Partner with Business Units and functional teams to review customer sentiment trends and identify opportunities for improvement
Track and manage action items resulting from Voice of Customer (VoC) insights
Help drive closed-loop feedback processes and customer follow-up coordination

Cross-Functional Program Management

Manage cross-functional initiatives across Customer Experience, Product, Support, Marketing, and Customer Success teams
Coordinate meetings, timelines, deliverables, and stakeholder communication
Maintain project trackers, dashboards, and program documentation
Ensure alignment between teams on priorities, milestones, and dependencies

Market Research & Insights

Conduct market, competitor, and industry research to support strategic decision-making
Analyze customer trends, feedback themes, adoption patterns, and engagement signals
Assist in synthesizing qualitative and quantitative insights into executive-ready summaries and presentations
Support benchmarking and best-practice research related to customer experience and go-to-market strategy

Analytics & Reporting

Partner with analytics and operations teams to help build dashboards and reporting views
Organize and interpret customer feedback data from multiple sources
Identify trends, recurring themes, and opportunities for operational improvement
Support preparation of leadership updates, presentations, and business reviews

Qualifications

5+ years of experience in Program Management, Customer Experience, Operations, Marketing, Business Strategy, or related roles
Experience supporting cross-functional or go-to-market initiatives in a technology company preferred
Strong organizational and project management skills with attention to detail
Analytical mindset with ability to interpret data and synthesize insights
Strong written and verbal communication skills
Comfortable working across multiple stakeholders and managing competing priorities
Experience with tools such as Salesforce, Tableau, Excel/Google Sheets, PowerPoint, survey platforms, or similar systems is a plus

Preferred Traits

Curious and proactive problem solver
Strong follow-through and accountability
Comfortable operating in ambiguity and fast-paced environments
Ability to balance operational execution with strategic thinking
Customer-centric mindset with interest in improving customer journeys and experiences

Example Areas of Work

Running and coordinating NPS programs
Partnering with Business Units on customer sentiment reviews
Supporting customer journey initiatives
Conducting competitor and market research
Managing Voice of Customer action tracking
Supporting executive reporting and presentations
Coordinating cross-functional customer experience programs

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

Skills & Tags

go ai ios data analytics product marketing sales

Aplyr's read

SolarWinds specializes in IT management software, attracting professionals focused on network performance, systems management, and security solutions.
Synthesized from recent postings & public sources

What's promising

•SolarWinds has a strong market presence in IT management software.
•The company offers diverse career opportunities across global locations.
•Recent hires indicate a focus on expanding alliances and sales channels.

What to watch

•SolarWinds faced a significant security breach in 2020 affecting its reputation.
•The company operates in a highly competitive IT management sector.
•Limited public information about employee satisfaction and company culture.

Why SolarWinds

•SolarWinds is known for its comprehensive network performance monitoring tools.
•The company provides specialized solutions for IT security challenges.
•SolarWinds has a notable focus on government and enterprise clients.

Aplyr’s read is generated by AI from public sources. Was it useful?

About SolarWinds

SolarWinds

solarwinds.com

View company

SolarWinds is a leading provider of IT management software, offering solutions for network performance monitoring, systems management, and IT security.