Customer Success Manager, German Speaking

LogicMonitor; Greater London; On-site; GBP 40,000 - 70,000

Job description

Customer Success Manager, German Speaking

Customer Success, London, UK

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 every day. 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.

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.

The Customer Success Manager is responsible for the product and partnership success of the LogicMonitor customer.

Through collaboration, you will coach customers to achieve their business goals and maximize value from their investment in the LogicMonitor platform. You will interact with customers regularly to build relationships, drive adoption, provide awareness to all available LogicMonitor resources, ensure on-time subscription renewals, and uncover growth opportunities. The CSM is responsible for all aspects of client account success, including training, onboarding, adoption, retention, growth, and advocacy. The CSM 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, focused on helping our customers achieve their business goals.

Here's a closer look at this key role:

• Assist accounts through defined implementation and onboarding process
• Provide initial basic training to new accounts
• Consult during the onboarding 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
• Engage in prescribed proactive activities, meeting quarterly objectives
• Understand data centre 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)
• 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
• Work with the billing team to assist with the remediation of past due balances

What You'll Need:

• Bachelor's Degree preferred, with a preference for technical degrees such as computer science or computer information systems
• 2+ years’ experience in account management, customer success, customer support, or technical product training and value articulation with a preference at a SaaS company (IT)
• Intermediate-level knowledge of IT infrastructure key concepts (Windows/Mac, cloud computing, networking, and infrastructure monitoring)
• Experienced in stepping into unfamiliar situations, de-escalating critical issues, ensuring clients are positioned for success with minimal managerial support
• Experience in developing all-inclusive success plans to help drive LM alignment with customer's overall business objectives
• The ability to work in a fast-paced dynamic environment during tremendous growth
• Willingness to travel 1-2 times per quarter
• Must speak fluent in German and English both in spoken and written

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LogicMonitor is an Equal Opportunity Employer
At LogicMonitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective. We’re committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best.

For us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed. We don’t just open doors; we invite you to step through and be part of something bigger. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

#LI-SH1 #LI-Hybrid #BI-Hybrid

Our goal is to ensure an accessible and inclusive experience for every candidate.

If you need a reasonable accommodation during the application or interview process under applicable local law, please submit a request via this Accommodation Request Form.