Senior Customer Success Manager
Found in: Talent UK C2 - 2 weeks ago
What You'll Do:
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.
Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the sixth year in a row As we enter this next phase of growth, we are in search of a Senior Customer Success Manager.
The Senior Customer Success Manager (SCSM) is a Senior level role responsible for developing and managing LogicMonitor’s (LM) post-sales relationship with strategic level accounts.
Through partnership and collaboration, you will coach customers to achieve their business goals and maximize 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 uncover growth opportunities. The SCSM is responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy. The SCSM is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executive Sponsors, and other cross-functional teams, focused on helping our most valued customers achieve their business goals.
Here's a closer look at this key role:
On-boarding and Adoption
Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identifiedMeet with clients at least bi-weekly through on-boarding process to ensure initial business objectives being metConsult during the on-boarding process as to best practices and provide product trainings to new accounts and business unitsShepherd clients through professional services engagements ensuring their active participation and timely completion of all projectsHost on-boarding plan review session and obtain sign off of initial success criteriaEstablish a bi-weekly cadence commitment for all assigned accountsBuild lifecycle success plan to review during regular meetings and ensure evolving objectives are metBuild Business Unit map with Account Owner to provide a clear view of business and opportunities at each account Retention
Work closely with your Account Management counterpart to develop a joint success plan for your customersMaintain a bi-weekly cadence commitment for all assigned accountsMaintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirementsSchedule Executive Business Review with Account Owner and appropriate customer executives and present as a team at customer siteProactively identify technical and expansion opportunities and work with Account Owner to develop strategic plan of approachAddress customer experience issues prior to the issues creating a churn riskWork with Technical Support to understand your customer's issue, and assist as an escalation point of contactMaintain high availability to customers during critical service disruptions and outagesConduct quarterly business reviews within your accounts showcasing LM value and learning about clients goals and challengesManage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer sub-teamsServe as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximise customer value and retentionBuild advocates within each account and encourage customer participation in LogicMonitor initiatives (example: Webinars, Roadshows, Product Beta Feedback)
Expansion
Partner with Sales Account Owners to ensure the growth and expansion of available whitespace within customer baseDevelop a strategic growth plan with customer advocates and articulate expectations, and goalsIdentify technical product expansion opportunities (add-ons, logicModules, integrations, etc) and organise demos with customer baseDocument all details of expansion opportunities within SFDC opportunity and coordinate with Account Owner What You'll Need: Bachelor's Degree or equivalent - preferably in a technical discipline. You must be technically minded and have experience working in technical roles previously Experience stepping into unfamiliar situations, developing creative solutions, de-escalating critical issues, ensuring clients are positioned for success 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) Willingness to travel 2-3 times per quarter
#LI-ME1 #LI-Hybrid
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