Customer Success Manager, LogicMonitor
German Speaking
Office located in Waterloo and Blackfriars, London
Hybrid observability powered by AI
Open for applications
Hybrid observability powered by AI
1001+ employees
Open for applications
Office located in Waterloo and Blackfriars, London
1001+ employees
Company mission
To expand what’s possible for businesses by advancing their technology.
Role
Who you are
- Bachelor's Degree preferred, with a preference for technical degrees such as computer science or computer information systems
- 2+ years’ experience in account management, customer success, customer support, or technical product training and value articulation with a preference at a SaaS company (IT)
- Intermediate-level knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
- Experienced in stepping into unfamiliar situations, de-escalating critical issues, ensuring clients are positioned for success with minimal managerial support
- Experience in developing all-inclusive success plans to help drive LM alignment with customer's overall business objectives
- The ability to work in a fast-paced dynamic environment during tremendous growth
- Willingness to travel 1-2 times per quarter
- Must speak fluent in German and English both in spoken and written
What the job involves
- The Customer Success Manager is responsible for the product and partnership success of the LogicMonitor customer
- Through collaboration, you will coach customers to achieve their business goals and maximise 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
- The CSM is responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy
- The CSM is the primary point of contact for escalations and is responsible for working in tandem with a team of Account Owners, Executives, and other cross-functional teams, focused on helping our customers achieve their business goals
- Assist accounts through defined implementation and on boarding 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
- 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
- Engage in prescribed proactive activities, meeting quarterly objectives
- Understand data centre 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)
- 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
- Work with the billing team to assist with the remediation of past due balances
Salary benchmarks
Our take
As businesses shift from reactive to proactive monitoring, there is a need for tools which empower them to make predictions and solve problems before they start. This is what LogicMonitor supplies, through an observability platform for hybrid environments.
The company's extensive product suite encompasses monitoring of all sorts, including but not limited to network, virtual machine, database, container and SaaS. Each service supplies real-time insights and automated monitoring, with agentless architecture.
LogicMonitor is held in high regard by the industry, evidenced by its being named in the Visionary quadrant of the Gartner Magic Quadrant 2024. It has also seen significant funding which will support further development and growth for the business.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Nov 2024
$400m
GROWTH EQUITY VC
Jun 2016
$130m
GROWTH EQUITY VC
Total funding: $543m
Company HQ
Santa Barbara Downtown, Santa Barbara, CA
Leadership
Board Member at Rapid7 and Founding LP at Operator Collective. Was also a Board Member at Poema Global, and CCO, VP and Global Head of Customer Success at Slack.
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