Customer Success Engineer

Customer Success, Pune, India

Customer Success Engineer

The Customer Success Engineer is responsible for product adoption and expertise of the LogicMonitor customer at scale. You will contribute to the product experience through resolving customer problems, educating users on LM functionality and providing useful solutions within the LogicMonitor product. The CSE is responsible for all aspects of the customer s success within the product, including training, adoption, problem resolution, business value realization, retention, and growth - all done at scale utilizing tool automation 1:many and 1:1 customer meetings. The CSE is the primary point of contact for product adoption and creative solutions and is responsible for working in tandem with a team of Customer Success Managers, Account Owners, Executives, and other cross-functional teams as needed to meet customer and LM leadership expectations.

Product Adoption Expertise

• 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
• Manage customer cases effectively, meeting defined SLAs.

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)

What You ll Need

• Exceptional customer service and communication skills
• Strong troubleshooting skills and methodology.
• Proficient in SalesForce, Microsoft Office Suite, and Google Suite
• Proficient in scripting and able to write basic scripts.
• Ability to follow structured process and information entry
• The ability to work in a fast-paced dynamic environment during tremendous growth
• 2+ years experience in customer facing support roles.
• 3+ years experience supporting or administering SaaS ITIM products.
• 3+ years experience in Linux, Windows, or Network administration.
• 3+ years experience with cloud platforms (AWS, Azure, etc.).

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.