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
• Engage in prescribed proactive activities, meeting quarterly objectives
• Understand data center infrastructure technology, and effectively articulate infrastructure and monitoring strategies
• 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
• Constantly assess "health checks" for your customers to drive satisfaction, adoption, retention, and reduce churn
• 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 regular 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)
• Work with the billing team to assist with the remediation of past due balances
• Expansion
• Coordinate with sales account executives 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 LogicMonitor's Solution Architects to determine appropriate services products for deployments and maintenance
What You'll Need:

• Bachelor's Degree or equivalent - preferably in a technical discipline
• 3 years' in a client-facing role, managing accounts
• Applicable knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
• Comfortable with presenting to Administrative teams and Management teams, including executives
• Comfortable researching and collecting key business needs from customer base
• Proficient in stepping into unfamiliar situations and de-escalating critical issues to ensure clients are positioned for success with limited managerial support
• Experience working with MSPs

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

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Anticipated Application Close Date: 05/28/2024

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