Customer Success Manager
2 weeks ago
As part of the company’s Customer Success Organization you will be charged with the renewal and overall satisfaction of our customers. You will be responsible for onboarding new customers while maintaining contact with all existing customers and gaining regular feedback and driving value to secure our continued partnership with our customers. In addition you will collaborate with Professional Services, Technical Support and our Sales teams to ensure our customers journey from purchase to adoption is smooth and ensuring a positive customer experience.
While maintaining consistent customer satisfaction, you will be identifying growth opportunities within your accounts and securing on-time maintenance renewals.
To define success in the role, you will need to be confident in customer-facing communication and working quickly with internal teams to deliver strong results.
- The measures of success for this opportunity are as follows;
- Customer Retention
- Customer Satisfaction & Reference-able Customers
- On Time Renewals
- Up-sell leads
**Responsibilities**
- Act as a concierge to LogRhythm’s various services and internal functions, coordinating all activities and customer communication
- Be the primary interface to our customers and work alongside Sales, Professional Services, Support, and Engineering to resolve any challenges
- Serve as a trusted adviser to our customers executives and key stakeholders by providing consultative recommendations and best practices, enabling them to achieve their primary business objectives
- Drive adoption of the LogRhythm solution feature set to help the customer receive the most value from their purchase
- Define and track customers success metrics through regularly conducted Service Reviews
- Provide customers with product, services, and best practices recommendations
- Quote and negotiate maintenance and subscription contract renewals
- Manage complaints and engage in the escalation of support tickets where necessary
- Own and manage set initiatives while clearly communicating your progress to internal and external stakeholders
- Lead regular high-level account reviews internally at an executive level
- Manage and forecast your pipeline of upcoming renewals and achieve your monthly/quarterly targets
- Provide regular customer status reports to our internal stakeholders, bringing awareness on risks, milestones and planned activities for each account
**Skills & Experience**
- 3 + years enterprise customer facing experience in a Customer Success, Sales Engineering, Support or Professional Services role
- Excellent verbal, written, and presentation communication skills.
- Experience in communicating with C-Level executives
- Strong organizational and project management skills
- Strong negotiation and sales skills
- Experience with ‘Salesforce’ or an equivalent CRM system
- Proven track record in managing relationships with large enterprise clients
- Successful track record in retaining and growing accounts
- Have willingness and preference to “roll up sleeves” and work alongside your fellow colleagues
- LogRhythm is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status._
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