Technical Account Manager

3 weeks ago

Austin, United States LogicMonitor Full time

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, minimize alert fatigue, proactively predict trends, and maximize 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 

LogicMonitor is looking for a talented and experienced Technical Account Manager (TAM) to champion and optimize our technical engagements on a global scale. As a crucial member of the Customer Experience team, you are called upon to ensure strong client retention, advocacy, and growth, which is key to LogicMonitor’s success.

In this role, you will manage and foster relationships with large-scale, technically advanced customers, ensuring a consistent service experience and achieving business objectives. You will act as the expert in understanding our strategic partners’ objectives and drive their achievement via the LM solution. Now is the perfect time to put your thumbprint on the organization driving operational excellence by orchestrating training, onboarding, adoption, retention, growth, and advocacy.

As a TAM, you will:

Administer all aspects of client account success  Cultivate deep relationships with assigned partners Motivate and shepherd partners to maximize their ROI with LogicMonitor Develop and implement solutions to achieve technical and growth-focused outcomes

You will gain invaluable experience by collaborating with a passionate team to solve interesting problems and make your mark at LogicMonitor. Join us and be a core driver in accelerating LM’s growth by delivering exceptional value to our strategic partners.

Here's a closer look at this key role:

Serve as the single point of contact for technical and/or business initiatives with our largest strategic partners Maintain a deep understanding of the company’s products and services Develop and build deeper relationships across the partner organization Own the understanding, design, and presenting of technical solutions that meet partners needs Coordinate with Sales, Product, and other internal teams to ensure delivery of effective technical solutions and maximizing of growth potential Provide product training and technical advice to clients Assisting in or directly resolving technical issues for assigned partners Leading cross functional projects aimed at success within partners Create and execute on joint business plans and/or accounts plans that outline top level priorities, success criteria, and strategic milestones Conduct quarterly and annual business reviews with partners Track, analyze, and report performance metrics in regards to assigned partners 3+ Advanced Learning courses annually related to supported LM technologies 1+ Certifications annually related to supported LM technologies What You'll Need: Bachelor's degree or equivalent in Computer Science, IT, or relevant field 10+ years in technical customer success/account management, support, or product training, preferably at a SaaS company. Proven work experience as a 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 2-4 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

Benefits:

At LM we believe that a total rewards package should be built with the whole person in mind, so we’ve designed a total rewards package that’s almost as complex as you are. We want to support our employees to be healthy and happy

Whether you’re working from home or one of our Centers of Energy, US benefits for LMers include but are not limited to: unlimited vacation, health, vision, and dental insurance, robust parental leave, a 401K with company matching, a monthly Work Well reimbursement, Employee Equity Program, Professional Development funds, unlimited opportunities for growth, and more.

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