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. So it's no surprise that we work hard and genuinely have fun working with each other as we expand our global presence and achieve record-breaking success.
Our Austin team is based downtown in the San Jacinto Center. Rather than requiring a certain number of days in the office, LM is committed to employee choice and flexibility. Our San Jacinto office will continue to be a center of energy, to be used for purposeful meetings and meaningful gatherings. Of course, you are able to come into the office more often if you prefer to work in an office environment.
LogicMonitor is an equal opportunity employer. We’re committed to creating an inclusive environment for all our employees, where different backgrounds and perspectives are valued and encouraged - regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We encourage all people to come as they are.
We operate with integrity, esteem diversity and treat each other fairly and with respect. We strive to find our own versions of personal and professional harmony through community building and holistic growth. We hear time and time again that our awesome people are a huge part of why LMers chose LogicMonitor, love their teams, and choose to stay.
To learn more about life at LogicMonitor, check out our Careers Page.
What You'll Do:
As the Customer Success Manager you are 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 cultivate relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. You will gain invaluable experience leading all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy. This role provides plenty of opportunity to make your mark at LogicMonitor such as being the primary point of contact for escalations and 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
- Strong understanding of customer service principals
- Proficient in SalesForce, Microsoft Office Suite, and Google Suite
- The ability to work in a fast-paced dynamic environment during tremendous growth
- Consistently maintains and displays a positive and professional attitude and appearance.
- Communicates effectively at all non-executive levels and with confidence and poise and makes insightful contributions in meetings, even on new topics
- Creates efficient and effective emails and presentations for various audiences with limited guidance
- Ability to understand required outcomes and adapt to changing processes
- Applicable knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
- Excellent Time Management and Organizational skills
- Comfortable with presenting to Administrative teams and Management teams, including executives
- Proficient in stepping into unfamiliar situations and de-escalating critical issues to ensure clients are positioned for success with limited managerial support
- Understand and articulate LM Best practices and add-on options. Can speak to new features and quickly speak to new releases
- Comfortable researching and collecting key business needs from customer base
- Ability to develop comprehensive success plans to help drive LM alignment with their overall business objectives
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