Vice President of Customer Experience

| 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 Vice President of Customer Experience ensures the LogicMonitor customer experience is best-in-class and scalable. TheVice President of Customer Experience will work closely with functional leadership to define LogicMonitor’s customer experience as well as map the LogicMonitor customer journey from successful on-boarding and deployment to building long term value. The Vice President of Customer Experience measures and tracks customer satisfaction, NPS, and experience in order to drive constant improvement of the customer experience; creating and retaining productive, loyal accounts while increasing product utilization and long term value . TheVice President of Customer Experience oversees the following departments: Customer Success/Account Management, Professional Services, Datasource Engineering, Technical Support, and Training.

This is rare position where you can have a defining role in guiding a fast growing company on a global scale. Work with the latest technologies in the cloud and infrastructure world as the Enterprise undergoes a fundamental shift in how it operates.

Here's a closer look at this key role:

  • Ensure a great customer experience that reaches full utilization and value of the LogicMonitor platform in the shortest possible time frame.
  • Ensure Customer Experience programs and engagements both maintain and grow existing accounts.
  • Maintain 0% churn of any customer who had a professional services engagement, for year following theengagement.
  • Team up with Marketing and Sales to optimize customer on-boarding process, including customer handoff, communication, content and training.
  • Partner with VP of Sales to ensure Sales team successfully sells PS.
  • Own the P&L of the Professional Services department.
  • Develop KPIs and metrics (NPS, etc.) that track Customer Success performance to provide visibility to the executive team.
  • Maintain or exceed 95% CSAT level.
  • Be the main point for Customer Experience organization.
  • Work with customers and Marketing to implement "customer marketing" efforts to establish best practices to manage content and customer interaction throughout the customer lifecycle.
  • Deliver monthly case studies and blogs written by both Professional Services and Technical Support teams.

About You: 

  • Track record of success scaling a global Customer Experience organization within a B2B SaaS organization
  • 12+ years experience in a SaaS company.
  • 10+ years of leadership experience including a track record of successfully leading/managing high performance teams.
  • Proven experience and expertise driving results through a deep understanding of the KPIs and metrics that make a
  • Customer Experience organization successful 
  • Firm understanding of infrastructure, cloud and technical operations.
  • You are customer-obsessed and love to see our customers happy as much as we do. 
  • Able to maintain at least 25% global travel
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • AnsibleFrameworks
    • PuppetFrameworks
    • TerraformFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • ElasticSearchDatabases
    • TimeSeries DatabaseDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • 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.
500 West 2nd Street, Austin, TX 78701

Insider's spotlight

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 Subsidy
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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