CSM Manager

2 weeks ago

London, United Kingdom LogicMonitor Full time

LogicMonitor is the leading fully automated, cloud-based infrastructure monitoring and observability platform for enterprise IT and managed service providers.
We are customer obsessed, work as one agile team, and strive to be better every day while building trust. 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’re where we accelerate work, spark creativity, and ignite our 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, 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. LogicMonitor is disrupting the observability market and changing the way businesses take disparate sources of data and turn it into action. 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 Customer Success Manager.
How would you like to be a part of a creative and energetic passionate team that will impact the way Customer Success professionals learn one of the leading IT infrastructure monitoring and observability platforms?
As the Customer Success Manager is instrumental in driving product and partnership success of the LogicMonitor customer. 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
Understand data centre infrastructure technology, and effectively articulate infrastructure and monitoring strategies
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 regular business reviews within your accounts showcasing LogicMonitor's value and learning about clients goals and challenges
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
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
Work with the billing team to assist with the remediation of past due balances

Bachelor's Degree preferred, with a preference for technical degrees such as computer science or computer information systems
~2-3 years’ experience in account management, customer success, customer support, or technical product training and value articulation with a preference at a SaaS company (IT)
~ Intermediate-level knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
~ Experienced in stepping into unfamiliar situations, de-escalating critical issues, ensuring clients are positioned for success with minimal managerial support
~ Experience in developing all-inclusive success plans to help drive LM alignment with customer's overall business objectives
~ LI-ME1#BI-Hybrid #LI-Hybrid
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