Associate Customer Success Manager - German Speaking

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29 days old

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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 London, England. Our office is situated in a core location near Waterloo and Blackfriars on the Southbank. Across the globe, our Centres of Energy 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 Centres 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, 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 accounts
    • Identify growth opportunities within your accounts and forward leads to account executive counterpart
    • Articulate growth plans, expectations, and successes
    • Work with LogicMonitor's Solution Architects to determine appropriate services products for deployments and maintenance
    • Work 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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