LogicMonitor
Customer Success Manager, Mid-Market
LogicMonitor, Santa Barbara, California, us, 93190
We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better every day. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. 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 Santa Barbara, CA.
Our team is located in the heart of downtown Santa Barbara. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.LogicMonitor is proud to be an equal opportunity employer. We deeply care about our employees’ well-being, fostering an environment where every individual is valued and respected. We celebrate the diversity of our team and are committed to fostering a culture of inclusivity. Come as you are, be yourself, and let's grow together.What You'll Do:LM Envision, LogicMonitor's leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences. You will be instrumental in driving the product and partnership success of the LogicMonitor customer.Through collaboration, you will coach customers to achieve their business goals and maximize 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 shepherding all aspects of client account success, including training, onboarding, adoption, retention, growth, and advocacy. You will be the primary point of contact for escalations and orchestrating working in tandem 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 onboarding process.Provide initial basic training to new accounts.Consult during the onboarding 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 center 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).Work with the billing team to assist with the remediation of past due balances.
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.
What You'll Need:Bachelor's Degree or equivalent - preferably in a technical discipline.3+ years in a client-facing role, managing accounts.Applicable knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring).Comfortable with presenting to Administrative teams and Management teams, including executives.Comfortable researching and collecting key business needs from customer base.Proficient in stepping into unfamiliar situations and de-escalating critical issues to ensure clients are positioned for success with limited managerial support.
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Our team is located in the heart of downtown Santa Barbara. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.LogicMonitor is proud to be an equal opportunity employer. We deeply care about our employees’ well-being, fostering an environment where every individual is valued and respected. We celebrate the diversity of our team and are committed to fostering a culture of inclusivity. Come as you are, be yourself, and let's grow together.What You'll Do:LM Envision, LogicMonitor's leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences. You will be instrumental in driving the product and partnership success of the LogicMonitor customer.Through collaboration, you will coach customers to achieve their business goals and maximize 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 shepherding all aspects of client account success, including training, onboarding, adoption, retention, growth, and advocacy. You will be the primary point of contact for escalations and orchestrating working in tandem 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 onboarding process.Provide initial basic training to new accounts.Consult during the onboarding 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 center 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).Work with the billing team to assist with the remediation of past due balances.
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.
What You'll Need:Bachelor's Degree or equivalent - preferably in a technical discipline.3+ years in a client-facing role, managing accounts.Applicable knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring).Comfortable with presenting to Administrative teams and Management teams, including executives.Comfortable researching and collecting key business needs from customer base.Proficient in stepping into unfamiliar situations and de-escalating critical issues to ensure clients are positioned for success with limited managerial support.
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