Customer Success, London, UK
About Us:
We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. 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 at our London Center of Energy, nestled in the heart of South Bank, close to key transport links including London Waterloo, London Blackfriars and Southwark Underground Station. We call our offices Centers of Energy, because they 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. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the sixth year in a row!
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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.
To learn more about life at LogicMonitor, check out our Careers Page.
What You'll Do:
LogicMonitor is seeking a talented and experienced Global Success Manager to lead and optimize our technical engagements on a global scale. As a key member of the Customer Experience team, you will play a vital role in ensuring strong client retention, advocacy, and growth-critical to the success of both LogicMonitor and our customers.
At the heart of your work is LM Envision, LogicMonitor's AI-powered hybrid observability platform. This platform provides enterprises with operational visibility and predictability across IT stacks, enhancing both employee and customer experiences. With AI and Machine Learning integrated throughout, LM Envision boosts IT efficiency, reduces alert fatigue, predicts trends, and drives growth.
LogicMonitor's customers highly value our ability to unify cloud and traditional IT, leading to low churn rates, business expansion, and strong customer references. Our platform's excellence is reflected in LogicMonitor achieving the highest Net Promoter Score among IT Infrastructure Management providers.
Here's a closer look at this key role:
- Manage Client Success; Administer all aspects of client account success, serving as the single point of contact for technical and business initiatives with our largest strategic partners.
- Cultivate Relationships; Develop deep, strategic relationships with assigned partners, building and enhancing connections across their organizations.
- Maximize Partner ROI; Motivate and guide partners to optimize their ROI with LogicMonitor, ensuring they fully leverage our products and services.
- Design and Implement Solutions Support; Partner with both internal and external teams to help develop, implement, and present technical solutions tailored to achieve both technical and growth-focused outcomes.
- Collaborate Across Teams; Coordinate with Sales, Product, and other internal teams to deliver effective technical solutions and maximize growth potential.
- Provide Technical Expertise; Offer product training, technical advice, and assist in resolving technical issues for assigned partners.
- Lead Strategic Projects; Oversee cross-functional projects focused on partner success and lead the creation and execution of joint business and account plans, setting top-level priorities, success criteria, and strategic milestones.
- Conduct Reviews and Reporting; Perform quarterly and annual business reviews with partners, tracking, analyzing, and reporting on performance metrics.
- Continuous Learning; Engage in 3+ advanced learning courses and obtain 1+ certification annually related to supported LM technologies.
What you'll need:
- Bachelor's degree or equivalent in Computer Science, IT, or relevant field
- 5 - 7 years in technical customer success/account management, support, or product training, preferably at a SaaS company.
- Proven work experience as a Strategic Success Manager/Customer Success Engineer/ Technical Account Manager or similar role
- Expert-level knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
- Expert at developing strategic success plans which ensures LM's alignment with customer's overall business objectives
- Expert ability in developing and maintaining C-Level relationships, presenting data and strategic insights to executive teams, and adapting approach to audience
- The ability to work in a fast-paced dynamic environment during tremendous growth
- Willingness to travel minimum 2 times per quarter
- Strong problem-solving skills and willingness to roll up one's sleeves to get the job done
- Ability to deliver custom ROI analysis for your client base
- Ability to be consultative and deliver industry and technology thought leadership while encompassing LogicMonitor's values
- Proactive with innovative ideas and a strong drive to achieve results
- Proficient in SalesForce, Microsoft Office Suite, and Google Suite
At LM we believe that a total rewards package should be built with the whole person in mind, so we've designed a total rewards package that's almost as complex as you are. We want to support our employees to be healthy and happy!
Whether you're working from home or one of our Centers of Energy, benefits for LMers include but are not limited to: health, vision, and dental insurance, parental leave, Employee Equity Program, Professional Development funds, unlimited opportunities for growth, and more.
We are committed to our employees' physical and mental health, and offer various wellness programs (including a Calm membership for you and your family!) as part of our holistic approach to employee success.
For more information on our benefits and culture, visit https://www.logicmonitor.com/careers
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