Technical Account Manager Lead

6 days ago

London, Greater London, United Kingdom LogicMonitor Full time

About This Role:

LogicMonitor is seeking a seasoned professional to lead and optimize our technical engagements on a global scale. As a key member of the Customer Experience team, you will play a vital role in ensuring strong client retention, advocacy, and growth—critical to the success of both LogicMonitor and our customers.

Key Responsibilities:

  • Client Success Management: Administer all aspects of client account success, serving as the single point of contact for technical and business initiatives with our largest strategic partners.
  • Cultivating Relationships: Develop deep, strategic relationships with assigned partners, building and enhancing connections across their organizations.
  • Maximizing Partner ROI: Motivate and guide partners to optimize their ROI with LogicMonitor, ensuring they fully leverage our products and services.
  • Solution Design and Implementation: Partner with both internal and external teams to help develop, implement, and present technical solutions tailored to achieve both technical and growth-focused outcomes.
  • Collaboration and Communication: Coordinate with Sales, Product, and other internal teams to deliver effective technical solutions and maximize growth potential.
  • Technical Expertise: Offer product training, technical advice, and assist in resolving technical issues for assigned partners.
  • Strategic Project Leadership: Oversee cross-functional projects focused on partner success and lead the creation and execution of joint business and account plans, setting top-level priorities, success criteria, and strategic milestones.
  • Performance Tracking and Reporting: Perform quarterly and annual business reviews with partners, tracking, analyzing, and reporting on performance metrics.
  • Continuous Learning: Engage in 3+ advanced learning courses and obtain 1+ certification annually related to supported LM technologies.

Requirements:

  • Bachelor's degree or equivalent in Computer Science, IT, or relevant field
  • 5 - 7 years in technical customer success/account management, support, or product training, preferably at a SaaS company.
  • Proven work experience as a Strategic Success Manager/Customer Success Engineer/Technical Account Manager or similar role
  • Expert-level knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
  • Expert at developing strategic success plans which ensures LM's alignment with customer's overall business objectives
  • Expert ability in developing and maintaining C-Level relationships, presenting data and strategic insights to executive teams, and adapting approach to audience
  • The ability to work in a fast-paced dynamic environment during tremendous growth
  • Willingness to travel minimum 2 times per quarter
  • Strong problem-solving skills and willingness to roll up one's sleeves to get the job done
  • Ability to deliver custom ROI analysis for your client base
  • Ability to be consultative and deliver industry and technology thought leadership while encompassing LogicMonitor's values
  • Proactive with innovative ideas and a strong drive to achieve results
  • Proficient in SalesForce, Microsoft Office Suite, and Google Suite

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