About Us:
LogicMonitor is the leading SaaS based performance monitoring platform for enterprise IT.
We love going to work and think you should too. We hold our company culture near and dear – it represents an intermix between passion for rock star work output and passion for an active, healthy life centered around family and friends. LogicMonitor represents community, collaboration and camaraderie.
Location, location, location. You'll be working in Austin where our walls are bright, snacks are plentiful, as are the opportunities to do fun things. Our offices are sprinkled around the globe, too, with our headquarters in Santa Barbara, CA and offices in London, Singapore, and in booming Chengdu, China. Right now, LogicMonitor is the place to be!!

What You'll Do:

The Enterprise Customer Success Manager (ECSM) is responsible for developing and managing LogicMonitor’s (LM) post-sales relationship with enterprise level accounts. The ECSM owns the relationship and is responsible for coordinating all adoption, retention and growth activities within the account.

The ECSM is responsible for all aspects of client account success, including training, on-boarding, implementation, retention, growth and longevity. The ECSM is the primary point of contact for escalations and is responsible for continual development and nurturing of assigned accounts, identifying and planning for account growth within the LogicMonitor solution, and for the overall success of assigned accounts.
Here's a closer look at the duties in this key role:
Adoption:

• Assist accounts through defined implementation & onboarding 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.
• Shepard 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.
• Identify possible issues inside of your account, and react in a proactive manner.
• Address customer experience issues prior to the issues creating a churn risk.
• 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 LM value and learning about client 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 to the Director of Customer Success.
• Grow and expand the long term growth pipeline, within your accounts by understanding your customer's monitoring strategy and needs.
• Work LM 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:

• 4 year College Degree - preferably in a technical discipline.
• Minimum 6 years experience in Customer Success or Account Management servicing enterprise IT accounts.
• Excellent oral and written communication skills, along with great listening skills.
• Excellent presentation skills.
• Understanding of data center infrastructure technology, and the ability to effectively articulate infrastructure and monitoring strategies.
• Proven ability to independently engage, present, and communicate at the VP/C-Level.
• Able to operate in a startup environment.
• Familiarity with solution selling, and value proposition articulation in a software and SaaS environment.
• Willingness to travel.

About You:
A successful candidate would possess a mix of technical acumen, intellectual curiosity and interpersonal relationship building skills. If you enjoy asking questions until you know every detail around a customer's problem or environment, seek to understand the why and not just the how, and then know the customer's needs before they do then this position may be a good fit.
If you are able to articulate your technical knowledge, without technical lingo, and are also not afraid to go into a datacenter and roll up your sleeves with an infrastructure team, we would love to speak with you.
Benefits:

• Competitive salary 
• Medical, dental, vision, life insurance & disability coverage
• 401k Retirement Plan
• Unlimited Paid Time Off
• 1 week of paid “unplugged” vacation each year + $1k bonus
• World-class company culture centered on personal and professional development
• Spacious and beautiful office space in the newest and most desirable building in downtown Austin with immediate access to hike & bike trail, Town Lake, 2nd Street District, Warehouse District, dining and entertainment areas and more (coming mid-2017)

Contact Us:
If you want to be considered for this great opportunity send us a resume and cover letter.
We're not kidding about needing a cover letter! We need to hear your voice, your perspective on why this career opportunity is a good match for you. We are passionate about finding the right individual for each and every position, so thanks for taking the extra time to convey your message.