Enterprise Customer Success Manager

About Us

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. 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. This role is open to candidates based in or near Austin, TX. Our Austin office is based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake. At LogicMonitor, we hire within our Centers of Energy—vibrant locations where our teams connect, collaborate, and innovate. To learn more about life at LogicMonitor, check out our Careers Page.

Responsibilities

• 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
• Become the customer's trusted advisor, and advocate inside of LogicMonitor
• Engage in prescribed proactive activities, meeting quarterly objectives
• Understand data center infrastructure technology, and effectively articulate infrastructure and monitoring strategies
• Identify possible issues inside of your account base, and assist accordingly
• Identify proactive opportunities to work with and provide "value" to your customers
• Address customer experience issues prior to the issues creating a churn risk
• Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn
• Work with Technical Support to understand your customer's issue, and assist as an escalation point of contact
• Provide constant-availability to your customer set during critical situations and outages
• Conduct regular business reviews within your accounts showcasing LogicMonitor's value and learning about clients goals and challenges
• Encourage customer participation in LogicMonitor initiatives (example: Webinars, Roadshows, Product Feedback)
• 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
• Articulate growth plans, expectations, and successes
• 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

Requirements

• Bachelor's Degree preferred, with a preference for technical degrees such as computer science or computer information systems
• 5+ 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
• Willingness to travel 1-2 times per quarter

Benefits

• Comprehensive health, dental and vision coverage
• Generous parental leave policies
• Access to our Employee Assistance Program and various Wellness programs
• A 401K with company matching
• A Lifestyle Spending Account
• An unlimited vacation policy

Pay

$76,650 USD - $96,000 USD