Customer Success Engineer

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 everyday. 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 Pune. You'll be working in a major tech center of Pune, India. Across the globe, our Centers 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 Centers of Energy to reflect how they work best.

To learn more about life at LogicMonitor, check out our Careers Page.

What You'll Do:

LogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.

Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the seventh year in a row!

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.

Here's a closer look at this key role:

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.).

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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, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Notice Regarding Use of AI in Hiring

We use artificial intelligence tools to assist with reviewing job applications, such as matching skills and experience to job requirements. These tools support, but do not replace, human review. All hiring decisions are made by our recruiting and hiring teams. *You may opt out of AI processing at any time, and your application will still be reviewed. To opt out, please contact us at [email protected]. *

By submitting your application, you acknowledge this notice.