Customer Success Manager

Job Description

Overview

LogMeIn is looking for a motivated individual with a customer success or professional services background to join our Customer Success Team.

You are tech savvy and are passionate about helping customers gain maximum value from the solutions purchased and ideally come with a background within the following technology areas: Remote Support, Help Desk, Firewalls, VPN’s, CRM, and/or Remote Administration products. You will work as the main contact for an assigned group of Customers mainly in the EMEA region, to drive the deployment, adoption, and retention of LogMeIn products.

Your ability to clearly articulate our value proposition, build relationships and drive customer adoption, expansion & success will be the key to our mutual success. If you are technically savvy, love wowing customers and will go above-and-beyond to serve our customers, this role is for you!

This role requires you to speak fluent English with an addtional language of either French or German.

Responsibilities

Principal Responsibilities;

• Customer Onboarding when new solutions have been purchased.
• Develops customer relationships and manages assigned accounts to result in continued revenue generation and high levels of customer satisfaction; drives more extensive integration into relevant customer business applications
• Identifies incremental opportunities with other business units within the customer environment and passes information to sales executive
• Oversees ongoing management and retention (includes reporting and analysis on utilization, risk evaluation, and other relevant information)
• Lead both internal and external monthly and quarterly business reviews with customers, including presentation and analysis of more complex client data acquired through more in-depth data collection from client and utilization reports
• Builds a strong relationship with sales executive to jointly represent LogMeIn as part of a Customer Care team that supports and manages each customer;
• Drive proactive and consistent communication with sales team and customer
• Gathers product feedback and customer needs and recommends improvements to the Product Management and Customer Care team to ensure customer needs are heard throughout the LogMeIn organization
• Implements best practices based on market trend information provided by management
• Projects management of more complex implementations and other projects related to account growth and retention
• Influences at all organizational levels and develops credibility with Sr. Management (internal and customer); facilitates executive relationships between the LogMeIn SaaS Division and the customer through introductions and coordination of conference calls and on-site visits

Other Duties and Responsibilities;

• Conducts product-specific training classes for fellow Customer Success team members
• Serves as a mentor to peers and new hires
• Ability to travel up to 25% of the time

Qualifications

• English-speaking proficiency is required, additional European languages (French or German) a plus.
• Customer-focused – what we do revolves around the customer!
• Typically requires 2+ years proven track record of measurable success in strategic customer account management and development within the service industry
• Strong project management and organizational skills; ability to define a complex implementation or customization plan with very minimal guidance
• Strong analytical skills and ability to translate analysis of complex data into meaningful information; ability to modify content appropriately to match customer needs
• Experience creating and delivering presentations to key clientele; excellent presentation and communication skills
• Ability to adapt and work efficiently in a rapidly changing environment; willingness to be an active participant in a team environment and ability to manage multiple simultaneous projects
• Excellent customer relationship skills; ability to grow and retain accounts, build relationships and quickly spot and communicate potential risks and issues; ability to identify organizational structure and confidence to target and build new relationships
• Excellent communication skills; proven ability to describe business concepts and benefits throughout a multi-tiered organization; proficiency in creating and delivering effective presentations to internal and external customers
• Self-motivated with a strong desire to succeed and grow as we grow.
• Must possess proven track record of consistently and successfully attaining goals.
• Knowledge of LogMeIn solutions is a plus
• Proficiency using Microsoft Office (Word, Excel, Outlook), Salesforce.com & Gainsight preferred

About

LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

OUR VALUES Be Accountable - even when no-one is lookingThrive Together - greatness comes from unlocking each other’s potentialAdvance Confidently - we find opportunity and act on itCollaborate Openly - our whole is greater than the sum of our partsEngage Fearlessly - we speak up and listen