Customer Success Manager

LogMeIn Published: December 4, 2018
Location
Boston
Job Type
Full-time
Category
Digital

Description

The Customer Success Manager works proactively with our customers and in close connection with LogMeIn’s sales, marketing, onboarding and inbound care teams to manage complex customer engagements and to ensure success after the sales and onboarding process. If you are technically savvy, love wowing customers and will go above-and-beyond to serve our customers, this role is for you!

Responsibilities

  • Proactively connects with customers to gain an understanding of their needs and ensure they understand and find full value of our products and services
  • Develops customer relationships and manages assigned accounts to result in continued revenue generation and high levels of customer satisfaction
  • Performs ongoing analysis of customer engagement and takes the necessary measures to increase product usage and adoption
  • Owns closed-loop process for more difficult outbound conversations, including NPS and tNPS
  • Works with customers to successfully keep them on a “happy path” for product and feature usage
  • Effectively communicates during phone and web interactions regarding product demonstrations and related software  feature and functionality training
  • Proactively connects with customers throughout lifecycle to maximize customer ROI and services benefits
  • Maintains effective communication with customers, sales executives and other sales support team members
  • Drives outbound care campaigns and more complex customer engagements
  • Conducts phones calls, writes emails, follows up on survey responses, and analyzes survey data to ensure customer success
  • Applies in-depth understanding of internal tools for documentation and reporting requirements; runs standard reports  with minimal guidance
  • Engages and leads projects related to customers as well as internal process improvements
  • Meets or exceeds goals, as set by LogMeIn business initiatives

Other Duties and Responsibilities:

  • Conducts product-specific training classes for fellow Customer Success team members
  • Participates in Beta testing of both new and existing products
  • Provides analysis of customer usage/behaviors
  • Completes other duties and projects as assigned

Qualifications

  • Customer-focused – what we do revolves around the customer!
  • Bachelor’s degree or equivalent preferred
  • 3 years’ experience in a customer-facing role
  • Experience with LogMeIn products, as well as other remote-access products, preferred
  • Can perform day-to-day work with minimal supervision, and new and/or complex assignments with minimal direction
  • Tech-savvy, personable with natural problem-solving abilities
  • Ability to be a team lead and willing to work with others toward common goals
  • Ability to excel in data-driven, metrics-oriented environment
  • Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment.
  • Has a keen interest in Software-as-a-Service (SaaS)
  • Strong presentation/demonstration skills, effectively works directly with customers and internal teams
  • Demonstrated ability to manage a high volume of activities with varying priorities
  • Demonstrated discretion and ability to work with confidential information
  • Strong written and verbal communication skills to effectively present business concepts and communicate to all levels  of an organization
  • Excellent customer relationship skills; ability to penetrate, grow and retain accounts, build relationships and quickly spot  and communicate potential risks and issues
  • English-speaking proficiency is required; bilingual skills a plus
  • Proficiency using Microsoft Office (Word, Excel, Outlook), Salesforce.com preferred

Apply on company site here: http://bit.ly/2Eeqtqb

Apply
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