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Customer Success Manager

| Austin

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.

Located in the 500 West 2nd Street tower, our brand-new Austin office is best-in-class! Be inspired with panoramic downtown & Lady Bird Lake views, where snacks are plentiful and team outings are common. Our offices are sprinkled around the globe, too, with our headquarters in Santa Barbara, California and offices in London, Singapore, and Chengdu, China. 

What You'll Do:

The mission of the Customer Success Manager (CSM) is to partner with, and ensure the long-term success of, LogicMonitor’s clients. The CSM is responsible for developing and managing LogicMonitor’s post-sales relationship with assigned accounts. The CSM is the primary point of contact for LogicMonitor’s accounts and is responsible for all aspects of client account success, including training, on-boarding, implementation, retention, growth and longevity. The CSM is the primary point of contact for escalations and is responsible for continual development and nurturing of assigned accounts, identifying and planning for account evolution within the LogicMonitor solution, and for the overall success of assigned accounts.

Here's a closer look at the duties in this key role:

  • Responsible for all aspects of LogicMonitor client success with our tool and services.
  • Tasked with building and maintaining strong, trusted advisor, relationships with key contacts within assigned accounts.
  • Responsible for the coordination and delivery of a timely and successful implementation and onboarding program including; strategic discussions, billing, account set up, contract administration, product training, community registration, etc.
  • Identify and conduct regular trainings for assigned accounts, ensuring their continued success and growth with LogicMonitor. 
  • Responsible for tracking and optimizing ongoing product usage / utilization by assigned accounts.
  • Act as the escalation point of contact and customer advocate.
  • Establish a regular communication cadence with customers, based on their size, classification and/or needs.
  • Ensure the communication of all product updates, newsletters & social media announcements pertaining to the usage and experience of your assigned accounts.
  • Responsible for NPS & CSAT scores in assigned accounts. Participate in a defined warm-handoff process, for newly assigned accounts, with sales counterpart(s).
  • Ensure compliance of service provider clients with contractually obligated certification program.
  • Work with technical support on accounts that are generating abnormal number of cases, identifying need for additional engagement and/or training.
  • Work with designated growth and/or renewal representatives to support efforts to retain and grow contracts for your assigned accounts.

What You'll Need:

  • College Degree (4yr degree with a preference for technical degrees such as computer science or computer information systems)
  • Two to three years of experience in account management, customer success, technical product training and value articulation.
  • Familiarity with solution selling, and value proposition articulation in a software and SaaS environment.
  • Exceptional oral and written communication skills, and the ability to present and communicate at the VP and CEO levels.
  • Desirable technical skills: 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. 
  • Hard working, creative and critical thinking, initiative-takers preferred.

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.

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. 
 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
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    • PythonLanguages
    • jQueryLibraries
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    • AnsibleFrameworks
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    • Maria DBDatabases
    • MySQLDatabases
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    • TimeSeries DatabaseDatabases
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    • AsanaManagement
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    • SalesforceCRM
    • GainSightEmail
    • MarketoLead Gen

Location

Located in the heart of downtown, our brand-new Austin office is best-in-class! Be inspired with panoramic downtown & Lady Bird Lake views.

An Insider's view of LogicMonitor

What’s the vibe like in the office?

Every morning is exciting because you're working with motivated, extremely intelligent and hardworking people. When everyone works in unison, it feels as though we're all a part of an extended family, thriving in each other's company and in turn, fostering LogicMonitor's success every day with our strive.

Farjad Syed

Solutions Engineer

What does your typical day look like?

Logicmonitor is an exciting opportunity for me.  The product is solid with an outstanding support system.  Very excited to be working with some very talented individuals throughout Logicmonitor.  Cool part is that with all this I'm still learning new things every day.

Eddie Gillis

Sales Engineer

How does the company support your career growth?

LogicMonitor encourages all team members to share ideas no matter your title. This has given me the opportunity to be involved in the development of strategic processes that improve both the customer experience and the company's bottom line. New projects and the all-star teams around me make everyday a learning experience contributing to my growth.

Sarah Robinson

Customer Success, Team Lead

What is your vision for the company?

LogicMonitor has emerged as an absolute leader in its space for the mid-market. Leading the company's efforts in the enterprise space, my vision for the company is to continue to excel in serving our largest and most strategic customers while scaling out our capability to provide the type of customer experience those customers expect.

Steve Kahn

Director of Enterprise Sales

What makes someone successful on your team?

Our team is made up of the smartest people I know, and it's been a joy watching the individuals around me grow with LogicMonitor. What you put into LogicMonitor is what you get out of it. Those that thrive here are go-getters, push themselves and others to reach their highest potential, and know that success comes from a team effort.

Yasmeen Farukh

Chief of Staff

What are LogicMonitor Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
We have unlimited PTO. As much as we love our work, we know it's important to get away too. We value output, not desk time so you can just take the time you need off.
Generous PTO
In addition to the perks above we have: One-week "Unplug" Bonus. We’re so serious about you being recharged that we go above and beyond your regular paid vacations.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement

Additional Perks + Benefits

Amazing Healthcare Coverage. Professional Development Reimbursement. Fully Stocked Kitchens. Free Gym & Yoga. Healthy Mind Encouragement. Awesome Team, Awesome Culture

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