Customer Success Manager

4 weeks ago

London, United Kingdom LogicMonitor Full time

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 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.

Through collaboration, you will coach customers to achieve their business goals and maximise value from their investment in the LogicMonitor platform. You will interact with customers regularly to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. Make your mark by shepherding all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy. You will have a unique opportunity as the primary point of contact for escalations and championing collaboration 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 processProvide initial basic training to new accountsConsult during the on-boarding process as to best practices and ensure clients receive value from LogicMonitor during the first 90 daysShepherd clients through professional services engagements ensuring their active participation and timely completion of all projectsFormulate ongoing meeting cadence with each assigned accountBecome the customer's trusted advisor, and advocate inside of LogicMonitor Retention Engage in prescribed proactive activities, meeting quarterly objectivesUnderstand data centre infrastructure technology, and effectively articulate infrastructure and monitoring strategiesIdentify possible issues inside of your account base, and assist accordinglyIdentify proactive opportunities to work with and provide "value" to your customersAddress customer experience issues prior to the issues creating a churn riskConstantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churnWork with Technical Support to understand your customer's issue, and assist as an escalation point of contactProvide constant-availability to your customer set during critical situations and outagesConduct regular business reviews within your accounts showcasing LogicMonitor's value and learning about clients goals and challengesEncourage customer participation in LogicMonitor initiatives. (example: Webinars, Roadshows, Product Feedback) Expansion Coordinate with sales account executives to ensure the growth and expansion of your accountsIdentify growth opportunities within your accounts and forward leads to account executive counterpartArticulate growth plans, expectations, and successesGrow and expand the long term growth pipeline within your accounts by understanding your customer's monitoring strategy and needsWork with LogicMonitor's Solution Architects to determine appropriate services products for deployments and maintenanceWork with the billing team to assist with the remediation of past due balances What You'll Need: 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 The ability to work in a fast-paced dynamic environment during tremendous growth

#LI-ME1 #BI-Hybrid #LI-Hybrid

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