A trusted partner for over 20 years, Logically, a Managed Security Services Provider (MSSP), offers cyber-first solutions and services that infuse security across technology infrastructures to reduce risk and empower teams to focus on their business, not the technology behind their business. At Logically, we’re passionate about empowering businesses to succeed in a world where technology and cybersecurity are constantly evolving. Our team of subject matter experts includes cybersecurity professionals, service delivery gurus, cloud specialists, and more, all working together to help our clients navigate the complex and ever-changing landscape of IT.

But what truly sets us apart is our people. We’re a close-knit team of professionals who are committed to doing the right thing for our clients and for each other. We value accountability, customer centricity, quality relationships, and nimbleness. Working at Logically isn’t just about a job – it’s about being part of a community of like-minded individuals who are dedicated to excellence in everything we do. We’re proud of the work we do, but we’re also committed to creating a fun, supportive work environment where everyone can thrive. If you’re looking for a challenging and rewarding career in the world of IT and cybersecurity, Logically is the place for you. Join our team of experts and help us make a difference for businesses.

Why Work for Us: 

• Be a part of a culture that is committed to “absolutely doing the right thing,” valuing the well-being of our colleagues and clients.
• Join a team of ambitious and talented individuals, working with cutting-edge technology to drive innovation with purpose.
• Enjoy a fun and engaging work environment, where we prioritize ensuring a good work-life balance.
• We offer competitive wages and benefits, attracting and retaining the best staff for our clients.
• Take advantage of opportunities for personal and professional development, empowering you to advance your career.

Job Summary:

The Customer Success Manager (CSM) is a key sales role that drives growth and customer success within the base of current customers. The primary duty of the Customer Success Manager is to promote customer retention and loyalty and to ensure customer engagement with services and products remains high. The Customer Success Manager will effectively plan and prioritize a high volume of customer activities and requests to manage customer issues and requests.

Job Duties & Responsibilities: 

• Develop success roadmaps and strategies for At-Risk customers, initiate and process offboarding per procedure
• Perform required follow-up tasks in accordance with Marketing Campaigns
• Objective to have clients to be referenceable clients and annual NPS scoring of >8
• Monitor customer agreement changes and manages major change order approvals
• Manage customer activity, risks and growth opportunities in SalesForce/CW according to defined procedure
• Identify expansion sales opportunities for existing customers. Warm hand-off of opportunities for Agreement upgrades greater than $1000 MRR and products or services >$1500 in value
• Manage and close transactional opportunities <$1500 for existing customers
• Ensure customer contact information is updated and kept current in Salesforce and ConnectWise
• Organize a monthly call with relevant Regional Service Delivery teams to align on clients needs and feedback
• Collaborate with Marketing regarding ideas for customer appreciation initiatives
• Serve as the customer advocate internally; as the steward of the customer relationship, work cross-functionally with Marketing, Sales, Product, Service, Finance and Engineering to ensure a consistent and strong customer message is embedded in processes to improve customer satisfaction and retention
• Provide backup assistance to Account Managers when schedule allows
• Assist with special projects as requested by leadership
• 20-30% travel required

Qualifications:

• Bachelor’s Degree in Management, Information Technology, Computer Science or commensurate experience required
• 5-8 years working in a selling, customer success, or consulting capacity for a VAR, Distributor, MSP, or a related Vendor is required
• 2 years in cross and up selling our product lines, including, but not limited to, Microsoft O365, Cloud, Network Security, or related channel experience required
• Demonstrated track record of cross and upselling to a defined base with proven success overachieving quota in a complex IT/Security sector 
• Experience working with a CRM, preferably ConnectWise, Salesforce or Microsoft Dynamics 
• Solid understanding of both the cybersecurity and managed IT services, and how they relate to helping solve SMB, mid-market, and enterprise frustrations
• Successful history of leading all aspects of a technology sales cycle including prospecting, uncovering, qualifying, developing, and winning net-new territories and accounts
• Exceptional skills including forecasting, pipeline development, reporting, and developing key performance metrics
• Experience working cross-functionally with an account team including both Account Managers and SME’s, providing account management and support to assigned project and service teams
• Experience in performing discovery calls and demos that include diagnosis on prospects pains/problems
• Ability to assist prospective clients through the buying process by providing valuable insights that may include on-site or video demos/executive meetings
• Proven track record of customer retention and upsells
• Ability to work in a team environment and demonstrate superior leadership, presentation, and planning ability, as well as verbal and written communication skills
• Business acumen; translating business requirements into related solutions
• Flexible and able to remain calm in times of stress while managing multiple priorities at one time
• Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
• Sound problem-solving technique with ability and persistence to generate options and select the best solution
• Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
• Ability to communicate effectively with customers and various levels of management both verbally and in written form
• Ability to manage multiple projects in a fast-paced environment
• Team player mentality and willingness to share knowledge with others

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Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.