Global Success Manager @ LogicMonitor

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 in Austin, TX, based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake. 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.

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:

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, minimize alert fatigue, proactively predict trends, and maximize 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!

LogicMonitor is looking for a talented and experienced Global Success Manager to champion and optimize our technical engagements on a global scale. As a crucial member of the Customer Experience team, you are called upon to ensure strong client retention, advocacy, and growth, which is key to LogicMonitor’s success.

In this role, you will manage and foster relationships with large-scale, technically advanced customers, ensuring a consistent service experience and achieving business objectives. You will act as the expert in understanding our strategic partners’ objectives and drive their achievement via the LM solution. Now is the perfect time to put your thumbprint on the organization driving operational excellence by orchestrating training, onboarding, adoption, retention, growth, and advocacy.

As a Global Success Manager, you will:

Administer all aspects of client account success
Cultivate deep relationships with assigned partners
Motivate and shepherd partners to maximize their ROI with LogicMonitor
Develop and implement solutions to achieve technical and growth-focused outcomes

You will gain invaluable experience by collaborating with a passionate team to solve interesting problems and make your mark at LogicMonitor. Join us and be a core driver in accelerating LM’s growth by delivering exceptional value to our strategic partners.

Here’s a closer look at this key role:

Serve as the single point of contact for technical and/or business initiatives with our largest strategic partners
Maintain a deep understanding of the company’s products and services
Develop and build deeper relationships across the partner organization
Own the understanding, design, and presenting of technical solutions that meet partners needs
Coordinate with Sales, Product, and other internal teams to ensure delivery of effective technical solutions and maximizing of growth potential
Provide product training and technical advice to clients
Assisting in or directly resolving technical issues for assigned partners
Leading cross functional projects aimed at success within partners
Create and execute on joint business plans and/or accounts plans that outline top level priorities, success criteria, and strategic milestones
Conduct quarterly and annual business reviews with partners
Track, analyze, and report performance metrics in regards to assigned partners
3+ Advanced Learning courses annually related to supported LM technologies
1+ Certifications annually related to supported LM technologies

What You’ll Need:

Bachelor’s degree or equivalent in Computer Science, IT, or relevant field
10+ 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 2-4 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

Benefits:

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, US benefits for LMers include but are not limited to: unlimited vacation, health, vision, and dental insurance, robust parental leave, a 401K with company matching, a monthly Work Well reimbursement, 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

Residents of California, click Here to view our California Applicant Privacy Notice.

Anticipated Application Close Date: 07/22/2024

#LI-ME1 #BI-Hybrid #LI-Hybrid

LogicMonitor is dedicated to fostering a culture of transparency and fairness, including our commitment to pay transparency. We provide the base salary ranges for all positions posted within the United States.

Compensation packages at LogicMonitor for eligible roles include base salary, a variable plan depending on role, along with comprehensive benefits. The range displayed on each job posting reflects the minimum and maximum base salary target for new hires in the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. LogicMonitor employees in eligible roles are also granted equity based compensation, subject to Board of Director approval. As part of our holistic compensation philosophy, your package will also include, but is not limited to: Comprehensive health, dental and vision coverage, generous parental leave policies, access to our Employee Assistance Program and various Wellness programs, a 401K with company matching, a learning and development stipend, and an unlimited vacation policy. For more information on our benefits, see our careers page.

Base Salary Range

$122,500—$157,500 USD

Compensation Overview

6 month growth

1 year growth

2 year growth

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