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Associate Customer Success Manager
3 months ago
Customer Success, London, UK
These values serve as the foundation of our culture, guiding our actions and driving us towards excellence.
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.
Our office is situated in a core location near Waterloo and Blackfriars on the Southbank.We call our offices Centres of Energy, because they serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration.
Our teams coordinate their time in Centres of Energy to reflect how they work best.We deeply care about our employees' well-being, fostering an environment where every individual is valued and respected. We celebrate the diversity of our team, and are committed to fostering a culture of inclusivity.
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, minimise alert fatigue, proactively predict trends, and maximise enterprise growth and transformation.
In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. The Associate Customer Success Manager is responsible for the product and partnership success of the LogicMonitor customer at scale.The ACSM is responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy - all done at scale utilising tool automation 1:many and 1:1 customer meetings.
The ACSM is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executives, and other cross-functional teams as needed to meet customer and LM leadership expectations.
Assist accounts through defined implementation and on boarding processProvide 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
Identify possible issues inside of your account base, and assist accordingly
Address customer experience issues prior to the issues creating a churn risk
Work with Technical Support to understand your customer's issue, and assist as an escalation point of contact
Conduct Renewal Cycle business reviews within your accounts showcasing LogicMonitor's value and learning about clients goals and challenges
Coordinate with Sales Account Owners to ensure the growth and expansion of your accounts
Identify growth opportunities within your accounts and forward leads to account executive counterpart
Work with LogicMonitor's Solution Architects to determine appropriate services products for deployments and maintenance
Work with the billing team to assist with the remediation of past due balances
Bachelor's Degree or equivalent - preferably in a technical discipline
~ Proficient in SalesForce, Microsoft Office Suite, and Google Suite
~ Basic understanding of customer service principles and hybrid observability principles
~Strong communication skills, must be fluent in English and French both written and spoken
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 happyLI-SH1 #BI-Hybrid #LI-Hybrid
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