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.
Our office is located in the Sydney Central Business District. We are looking for you to bring your expertise, drive, and passion as we expand our global presence and achieve record-breaking success.
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:
LogicMonitor is disrupting the observability market and changing the way businesses take disparate sources of data and turn it into action. We are already a leader in this space - and we started by solving the hardest, most complicated problem first. With roots in the IT Infrastructure Monitoring space, we are on an evolutionary journey heading toward what’s next - unified observability. Our platform enables enterprise resiliency through data insights from the infrastructure, network, and application. As we enter this next phase of growth, we are in search of a Manager, Customer Success.
The Manager, Customer Success is responsible for driving the day-to-day performance of the Customer Success team, serving as a first level escalation point and reporting on team performance to the Director of Technical Services, APAC. Additionally, they will still have some customer facing responsibilities; through partnership and collaboration, you will coach CSMs to work with their customers to achieve their business goals and maximise value from their investment in the LogicMonitor platform. You will interact with customers daily to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and assist in uncovering growth opportunities.
Here's a closer look at this key role:
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Customer Related
- Ensure smooth transitions and positive Customer Experiences from Sales to Support and renewal, including the ability to identify and act on opportunities to advocate for the customer.
- Establish a regular communication cadence with customers, based on their size, classification and/or needs
- Tasked with building and maintaining strong, trusted advisor relationships with key contacts within assigned accounts
- Work with designated growth and/or renewal representatives to support efforts to retain and grow contracts for your assigned accounts
- Uses technical expertise and customer experience to identify opportunities for team trainings. Develops presentation and presents to team based on submitted ideas
- Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
- Improve upon our existing approaches to customer engagement and account management leveraging the CS and Account Owner toolsets
- Work closely with your Account Management counterparts to develop a joint success plan for your customers
- Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements as and when required
- Attend regular Executive Business Reviews with Customer Success Managers, Account Owners and appropriate customer executives and present as a team at customer site
- Proactively identify technical and expansion opportunities and work with CMS and Account Owners to develop strategic plan of approach
- Attend quarterly business reviews within your teams accounts, assisting in showcasing LM value and learning about clients goals and challenges
Managerial
- Drive individual KPI achievement within the Customer Success team (retention, growth, engagement activities)
- Provide regular reporting on team performance against churn, growth and KPI benchmarks
- Facilitate and oversee on-boarding of new CS team members
- Identify areas for process improvements and improve team efficiencies and capabilities
- Increase overall team performance (workflow efficiency, retention, growth, process development, reporting which leads to better KPI visibility, etc.)
- Work with all stakeholders to implement CS measurement projects (NPS, CSAT, Churn vs Forecast, etc.)
- Serve as first level escalation for Customer Success team questions, issues, and training needs
- Mentor to Custom Success Managers
- Ability to effectively deliver difficult conversations with positive outcomes and solve difficult decisions with little to no supervision
- Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximise customer value and retention
- Develop internal processes and/or assist with changes to processes
- Partners with Customer Success team for department daily activities and eligible promotions
- 7+ years' experience in account management, customer success, customer support, or technical product training and value articulation with a preference at a SaaS company (IT)
- 2 - 5 years experience in Team Lead or Managerial position, responsible for a team of more than 2+ persons
- Requires full knowledge of all CSM roles
- Experience stepping into unfamiliar situations, developing creative solutions, de-escalating critical issues, ensuring clients are positioned for success
- Demonstrated understanding of customer service principals
- The ability to work in a fast-paced dynamic environment during tremendous growth
- Advanced-level knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
- Exceptional oral and written communication skills, and the ability to present and communicate at the VP and C-levels.
- Hard working, creative and critical thinker
- In-depth knowledge of performance metrics
- Ability to identify training needs and provide coaching
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