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London

Logic Monitor

Customer 

Success Manager

Posted

23/09/19

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 leadership and passion for an active, healthy life centered around family and friends. LogicMonitor represents community, collaboration and camaraderie.

Situated in an iconic building near Leadenhall Market, our office is easily accessible by public transportation including train, tube, bus, DLR, and Overground. Snacks are plentiful, as are the opportunities to do fun things such as company-sponsored recreational activities like yoga, football, and Crossfit. When you join LogicMonitor’s London team, you will be working alongside some of the brightest minds with one of the fastest growing, global software firms. We are looking for you to bring your expertise, drive, and passion. This is your chance to join us on our journey as we expand our global presence and achieve record-breaking success.

 

What You'll Do:

The Customer Success Manager (CSM) is to partner with and ensure the retention and long-term success of LogicMonitor’s midsize business (MM) customers. As the primary point of contact, the CSM is responsible for developing and nourishing post-sales relationships with assigned accounts through a combination of product trainings and implementations, business reviews, and return on investment discussions. Additionally, identifying and planning for expansion and growth opportunities within the product is critical to the success of this role and LogicMonitor.

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

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  • Assist accounts through defined implementation & on-boarding process

  • Ensure initial basic training needs are met through pre-implementation and follow-up trainings

  • Coordinate and deliver timely on-boarding program including regular check-ins, tracking of success plan, and confirmed deployment satisfaction and signature

  • 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

  • Coordinate with sales account managers 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 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

 

You'll Need:

  • Bachelor's Degree with a preference for technical degrees such as computer science or computer information systems

  • 3+ years of experience in account management, customer success, customer support or technical product training and value articulation

  • 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.

  • Familiarity with solution selling, and value proposition articulation in a software and SaaS environment preferred

  • Working knowledge of network monitoring in a Technical Support Engineer or Service Account Manager role is a plus