About Us:
LogicMonitor is the leading fully automated, cloud-based infrastructure monitoring and observability platform for enterprise IT and managed service providers.
We love going to work and think you should too. We are customer obsessed, work as one agile team, and strive to be better every day while building trust. These are our core values. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.
This position is located in Austin, TX. Our Austin team is based downtown in the San Jacinto Center, overlooking the scenic Lady Bird Lake. We call our offices Centers of Energy, because they’re where we accelerate work, spark creativity, and ignite our culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.
LogicMonitor is an equal opportunity employer. We deeply care about our employees' well-being, creating an environment where everyone feels valued and respected. We celebrate the diversity of our team and are committed to fostering a culture of inclusivity. When you join LogicMonitor, you're not just an employee to us, but a valued member of our community. Come as you are, be yourself, and let's grow together.
To learn more about life at LogicMonitor, check out our Careers Page.
What You'll Do:
LM Envision, LogicMonitor's leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences. LogicMonitor has a layered approach to intelligence, where AI and Machine Learning is baked into every facet of the LM Envision platform to help IT teams improve efficiency, minimize alert fatigue, proactively predict trends, and maximize enterprise growth and transformation.
Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the sixth year in a row!
As Customer Success Manager, you will be instrumental in driving the product and partnership success of the LogicMonitor customer. Through collaboration, you will coach customers to achieve their business goals and maximize value from their investment in the LogicMonitor platform. You will interact with customers regularly to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. Make your mark shepherding all aspects of client account success, including training, on-boarding, adoption, retention, growth, and advocacy. You will be the primary point of contact for escalations and orchestrating working in tandem with a team of Account Owners, Executives, and other cross-functional teams, focused on helping our customers achieve their business goals.
Here's a closer look at this key role:
- Adoption
- Assist accounts through defined implementation and on boarding process
- Provide initial basic training to new accounts
- Consult during the on-boarding process as to best practices and ensure clients receive value from LogicMonitor during the first 90 days
- Shepherd clients through professional services engagements ensuring their active participation and timely completion of all projects
- Formulate ongoing meeting cadence with each assigned account
- Become the customer's trusted advisor, and advocate inside of LogicMonitor
- Retention
- Engage in prescribed proactive activities, meeting quarterly objectives
- Understand data center infrastructure technology, and effectively articulate infrastructure and monitoring strategies
- Identify possible issues inside of your account base, and assist accordingly
- Identify proactive opportunities to work with and provide "value" to your customers
- Address customer experience issues prior to the issues creating a churn risk
- Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
- Work with Technical Support to understand your customer's issue, and assist as an escalation point of contact
- Provide constant-availability to your customer set during critical situations and outages
- Conduct regular business reviews within your accounts showcasing LogicMonitor's value and learning about clients goals and challenges
- Encourage customer participation in LogicMonitor initiatives. (example: Webinars, Roadshows, Product Feedback)
- Work with the billing team to assist with the remediation of past due balances
- Expansion
- Coordinate with sales account executives to ensure the growth and expansion of your accounts
- Identify growth opportunities within your accounts and forward leads to account executive counterpart
- Articulate growth plans, expectations, and successes
- Grow and expand the long term growth pipeline within your accounts by understanding your customer's monitoring strategy and needs
- Work with LogicMonitor's Solution Architects to determine appropriate services products for deployments and maintenance
- Bachelor's Degree or equivalent - preferably in a technical discipline
- 3+ years' in a client-facing role, managing accounts
- Applicable knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
- Comfortable with presenting to Administrative teams and Management teams, including executives
- Comfortable researching and collecting key business needs from customer base
- Proficient in stepping into unfamiliar situations and de-escalating critical issues to ensure clients are positioned for success with limited managerial support
- Strong preference for experience with Channel / MSPs
Benefits:
At LM we believe that a total rewards package should be built with the whole person in mind, so we’ve designed a total rewards package that’s almost as complex as you are. We want to support our employees to be healthy and happy!
Whether you’re working from home or one of our Centers of Energy, US benefits for LMers include but are not limited to: unlimited vacation, health, vision, and dental insurance, robust parental leave, a 401K with company matching, a monthly Work Well reimbursement, Employee Equity Program, Professional Development funds, unlimited opportunities for growth, and more.
We are committed to our employees' physical and mental health, and offer various wellness programs (including a Calm membership for you and your family!) as part of our holistic approach to employee success.
For more information on our benefits and culture, visit https://www.logicmonitor.com/careers
Residents of California, click Here to view our California Applicant Privacy Notice.
Anticipated Application Close Date: 05/28/2024
#LI-JP1 #BI-Hybrid #LI-Hybrid
LogicMonitor believes in pay transparency, so we provide the base salary ranges for all of our jobs in the United States. Actual base salary offered will vary depending on factors including but not limited to: location, education, experience, skills, and qualifications.
As part of our holistic compensation philosophy, LogicMonitor also offers many competitive elements in our total compensation package for US employees, such as bonus or commission compensation in addition to the base pay, an equity program for all full time employees, 401K matching, and other rewards.