Customer Experience Program Manager

Job Description At SolarWinds, we're a people-first company. Our purpose is to enrich the lives of the people we serveincluding 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 Overview At SolarWinds, we're a people-first company. Our purpose is to enrich the lives of the people we serveincluding our employees, customers, shareholders, Partners, and communities. We're on a journey to accelerate business transformation with simple, powerful, and secure solutionsand AI will be at the heart of this transformation. We are seeking a CX Automation Analyst to design and optimize customer experience workflows using agentic AI, large language models (LLMs), and machine learning (ML). This role will focus on automating repetitive CX processes, applying AI to voice-of-customer programs, and enabling data-driven decisions that improve retention, advocacy, and overall customer experience. Your Role As a CX Automation Analyst, you will apply your technical expertise and CX knowledge to modernize the way SolarWinds captures, analyzes, and acts on customer feedback. You will create automation frameworks and AI-powered insights that reduce manual effort, surface actionable intelligence, and ensure teams across the company can act quickly on customer needs. Your Impact To succeed in this role, you should be passionate about creating frictionless operations to improve the SolarWinds customer experience. You will have the following responsibilities AI-Driven Automation - Automate workflows across NPS, CSAT, onboarding, and transactional surveys. - Use LLMs and ML to analyze large volumes of unstructured feedback (e.g., survey verbatims, support transcripts) and identify trends and opportunities. - Build agentic AI use cases that summarize, recommend, and execute actions for CSMs and Support teams. CX Data & Insights - Modernize VoC programs by embedding AI-led sentiment analysis and predictive churn/retention modeling. - Create customer health summaries that blend external signals (earnings, org changes, market shifts) with internal metrics (licenses, renewals, support cases). - Deliver clear, data-backed recommendations to cross-functional leaders. Workflow Optimization & Enablement - Partner with Customer Success, Support, Product, and Marketing to integrate AI assistants into Salesforce and CX tools. - Design playbooks and dashboards that increase efficiency, reduce cognitive load, and make customer insights more accessible. - Ensure process consistency, documentation, and adoption of AI-powered solutions. Governance & Continuous Improvement - Track automation performance, adoption, and ROI. - Research emerging AI/automation technologies and recommend new applications in CX. - Ensure ethical and responsible use of AI in customer workflows. Your Experience - 35 years in customer experience, business operations, or data/automation analyst roles (ideally in B2B SaaS or tech). - Strong understanding of CX processes (VoC, NPS, survey operations, customer health models). - Hands-on experience with workflow automation tools (Salesforce, Gainsight, Jira, Asana, Zapier, or similar). - Working knowledge of AI concepts, LLMs, ML techniques, and agentic AI frameworks. - Familiarity with survey platforms (Qualtrics, Medallia, SurveyMonkey) and CX analytics. - Strong data skills: able to extract, analyze, and visualize insights from structured/unstructured data. - Excellent communicator, able to translate technical findings into business impact. - Bachelor's degree in Business, Computer Science, Data Science, or related field. 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