Customer Success Manager

About Us:

LogicMonitor is the leading fully automated, cloud-based infrastructure monitoring and observability platform for enterprise IT and managed service providers.

We love going to work and think you should too. We are customer obsessed, work as one agile team, and strive to be better every day while building trust. These are our core values. 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 position is located in London, England. Our office is situated in a core location near Waterloo and Blackfriars on the Southbank. We call our offices Centres of Energy, because they’re where we accelerate work, spark creativity, and ignite our culture of connection and celebration. Our teams coordinate their time in Centres of Energy to reflect how they work best.

LogicMonitor is an equal opportunity employer. We deeply care about our employees' well-being, creating an environment where everyone feels valued and respected. We celebrate the diversity of our team and are committed to fostering a culture of inclusivity. When you join LogicMonitor, you're not just an employee to us, but a valued member of our community. Come as you are, be yourself, and let's grow together.

To learn more about life at LogicMonitor, check out our Careers Page.

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 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
• Retention
  • Engage in prescribed proactive activities, meeting quarterly objectives
  • Understand data centre 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)
• Expansion
  • 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 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

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