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SolarWinds MSP Introduces New Customer Success Resources

The latest additions to an ongoing partner enablement push launched last year include a 24x5 customer care team, an expanded onboarding team for newcomers to SolarWinds MSP products, and a new set of partner advisory groups. By Rich Freeman

SolarWinds MSP has expanded the family of partner enablement resources delivered through its customer success initiative.

The new offerings, which build upon a program introduced last year, are designed to help users of the vendor’s RMM, PSA, BDR, security, and other products support clients more effectively and grow revenue more sustainably.

“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,” said Mike Cullen, group vice president of partner success for SolarWinds MSP, in prepared remarks. “This isn’t a 1:1 business model. It’s an ecosystem that grows exponentially and we want to help our partners be the best they can be. We are dedicated to delivering the experts, education, and interactive programs they need to do just that, so they can thrive, even during transitional times like these.”

Included among the latest customer success initiative enhancements is a 24x5 global customer care team responsible for supplying prompt answers to partner questions about usage, billing, and other account-related questions, and an increased onboarding team tasked with helping newcomers to SolarWinds MSP products master those tools more rapidly. An expanded set of customer success managers, which now has over 40 members worldwide, provides localized tools and learning materials while a new set of partner advisory groups works to collect feature suggestions and product ideas.

Those resources arrive some four months after the launch of the SolarWinds Head Nerds team, whose members conduct boot camps, publish educational documents, and offer consultative advice on automation, security, backup, and operations. To date, the group has held over a dozen boot camps attended by more than 5,000 MSPs. Recent sessions devoted specifically to coronavirus-related subjects have attracted more than 4,000 attendees.

SolarWinds MSP’s core training program, called the MSP Institute, is part of its customer success efforts as well. Partners have completed over 30,000 business, sales, marketing, and technical courses offered by the Institute since its debut in 2018.

Cullen discussed customer success initiative during an all-partners meeting that SolarWinds MSP held two weeks ago.

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