Customer Success Representative
About Us:
LogicMonitor is the leading SaaS based performance monitoring platform for enterprise IT.
We are a company of fun-loving, hard-working achievers. We love going to work and think you should too. We hold our company culture near and dear — we are customer-obsessed, work as one team, and strive to be better every day. These are our core values. So it's no surprise that we work hard and genuinely have fun working with each other to achieve great things together.
Our Austin team works in two offices in downtown Austin. Both enjoy panoramic city views and an open floor plan with breakout rooms that encourage collaboration and innovation. When you join LogicMonitor, you will be working alongside some of the brightest minds in one of the fastest growing global software firms. We are looking for you to bring your expertise, drive, and passion. This is your chance to join us on our journey as we expand our global presence and achieve record-breaking success.
What You'll Do:
The Customer Success Representative is responsible for developing and managing LogicMonitor's post-sales relationship with designated Primary Market Pool Accounts. The Customer Success Representative role will be highly transactional, servicing a large number of primary and starter package accounts through a variety of communication and outreach campaigns. The goal of the Customer Success Representative will be to increase overall long term value and customer satisfaction ratings for assigned accounts, while at the same time identifying accounts with potential to grow into the Major or Strategic markets. TheCustomer Success Representative will assume full account ownership of all starter package accounts, thereby allowing the Customer Success Managers to increase engagement frequency with higher-value Major and Strategic Market Accounts
Here's a closer look at this key role:
- Act as the escalation point of contact from internal resources as needed
- Ensure assigned accounts receive product updates, newsletters, tweets/social media announcements that pertain to their usage and experience
- Understand, track and increase ongoing product usage / utilization in assigned accounts
- Ensure appropriate customer certifications are obtained and maintained on an ongoing basis
- Participate in regular customer engagements such as webex and face to face events
- Work with technical support on accounts that are generating abnormal number of cases, identifying need for additional engagement, training and education as appropriate
What You'll Need:
- Bachelor's Degree with a preference for technical degrees such as computer science or computer information systems.
- 2+ years of experience in account management, customer success, customer support, technical product training or value articulation.
- Exceptional oral and written communication skills, and the ability to present and communicate at the VP and CEO levels.
- Desirable technical skills or familiarity: Windows/Mac, SaaS, Cloud, MCP, MCSE, MCSA, CCNA, etc.
- Working knowledge of network monitoring is a plus, as well as, previous experience in Technical Support Engineer or Service Account Manager role is a plus.