Customer Success Manager, Mid-Market
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, 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
You will be instrumental in driving the product and partnership success of the LogicMonitor customer.
Through 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 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 shepherding all aspects of client account success, including training, on-boarding, adoption, retention, growth, and advocacy. You will be the primary point of contact for escalations and orchestrating working in tandem 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:
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 center 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)Work with the billing team to assist with the remediation of past due balances 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 maintenance What You'll Need: Bachelor's Degree or equivalent - preferably in a technical discipline 3+ years' in a client-facing role, managing accounts Applicable knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring) Comfortable with presenting to Administrative teams and Management teams, including executives Comfortable researching and collecting key business needs from customer base Proficient in stepping into unfamiliar situations and de-escalating critical issues to ensure clients are positioned for success with limited managerial support
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Anticipated Application Close Date: 11/12/2024
#LI-SS1 #BI-Hybrid #LI-Hybrid
LogicMonitor is dedicated to fostering a culture of transparency and fairness, including our commitment to pay transparency. We provide the base salary ranges for all positions posted within the United States.
Compensation packages at LogicMonitor for eligible roles include base salary, a variable plan depending on role, along with comprehensive benefits. The range displayed on each job posting reflects the minimum and maximum base salary target for new hires in the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. LogicMonitor employees in eligible roles are also granted equity based compensation, subject to Board of Director approval. As part of our holistic compensation philosophy, your package will also include, but is not limited to: 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 learning and development stipend, and an unlimited vacation policy.
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