LogMeIn

  • Customer Success Manager (French), Identity & Access Management

    Job Locations IE-Dublin-Dublin 2 | UK-London
    Category
    Customer Care
  • Overview

    LogMeIn is looking for a Customer Success Manager for our Identity & Access Management Business line. You are tech savvy and are passionate about helping clients gain maximum value from the solutions purchased.  You will work proactively with our clients and in close connection with the sales team to ensure client engagement and success after a sale is made.  Your ability to clearly articulate our value proposition, demonstrate our products, drive client adoption, expansion & success and manage your time effectively will be the key to our mutual success. If you are technically savvy, love wowing clients and will go above-and-beyond to serve our clients, this role is for you!

    Responsibilities

    • Onboard new clients to ensure that they get off to a quick start using the product(s) and work through any early technical challenges or questions
    • Increase product adoption and usage by contacting clients to understand their business and help them leverage all the features and functionality that our products have to offer
    • Develops fast customer relationships while you are managing the initial and most critical phase of a customer’s path to success within the first few months with LogMeIn.
    • Effectively defend against competitive pressures, uncover additional opportunities for the sales team, and ensure client satisfaction
    • Performs ongoing analysis of customer engagement and takes the necessary measures to increase product usage and adoption
    • Relay client feedback and feature requests to the Product team
    • Maintain detailed account of daily activity in SalesForce.com CRM
    • Conduct Client Success outreaches and maintain records with the help of Gainsight
    • Conduct and support product-specific Web hosted training classes for clients
    • Effectively identify accounts which may be at risk and develop a strategy to mitigate
    • Owns closed-loop process for more difficult outbound conversations, including NPS and tNPS
    • 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
    • Meets or exceeds goals, as set by LogMeIn business initiatives

    Qualifications

    • Customer-focused – what we do revolves around the customer! 
    • 3-4 years’ experience in client support, professional services, Client Success or similar role
    • 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 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) and is technical savvy
    • 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 & French speaking proficiency is required; a third language skill Dutch, German or Spanish is a plus
    • Experience with LogMeIn Identity & Access and Customer Engagement products are a plus, as well as other relevant industry experience.
    • Proficiency using Microsoft Office (Word, Excel, Outlook), Salesforce.com 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 looking
    Thrive Together - greatness comes from unlocking each other’s potential
    Advance Confidently - we find opportunity and act on it
    Collaborate Openly - our whole is greater than the sum of our parts
    Engage Fearlessly - we speak up and listen

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