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Associate Customer Success Manager

Associate Customer Success Manager

LogicMonitorMunich, Germany
Vor 24 Tagen
Stellenbeschreibung

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. LogicMonitor has a layered approach to intelligence, where AI and Machine Learning is baked into every facet of the LM Envision platform to help IT teams improve efficiency, minimise alert fatigue, proactively predict trends, and maximise enterprise growth and transformation.

Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. 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!

The Associate Customer Success Manager is responsible for the product and partnership success of the LogicMonitor customer at scale. You will interact with customers regularly to drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. The ACSM is responsible for all aspects of client account success, including training, on-boarding, adoption, retention, growth and advocacy - all done at scale utilizing tool automation 1 : many and 1 : 1 customer meetings. The ACSM 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 as needed to meet customer and LM leadership expectations.

Here's a closer look at this key role :

Adoption

  • 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

Retention

  • 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
  • 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 Renewal Cycle 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)

    • Expansion

  • Coordinate with Sales Account Owners to ensure the growth and expansion of your accountsIdentify growth opportunities within your accounts and forward leads to account executive counterpartArticulate growth plans, expectations, and successesWork with LogicMonitor's Solution Architects to determine appropriate services products for deployments and maintenanceWork with the billing team to assist with the remediation of past due balances

    • What You'll Need :

  • Bachelor's Degree or equivalent - preferably in a technical discipline
  • Proficient in SalesForce, Microsoft Office Suite, and Google Suite
  • Basic understanding of customer service principles and hybrid observability principles
  • 1-2 years of professional experience required - preferably in a customer facing or IT Ops role
  • Ability to follow structured process and information entry
  • The ability to work in a fast-paced dynamic environment during tremendous growth
  • Strong communication skills, must be fluent in English and German both written and spoken

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