LogMeIn

  • Customer Relationship Manager

    Job Locations US-MA-Boston
    Category
    Customer Care
  • Overview

    CUSTOMER RELATIONSHIP MANAGER
     
    ABOUT LOGMEIN

    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.
     
    ABOUT ROLE

    The Customer Relationship Manager maintains and expands relationships with strategically important large customers for the Customer Engagement and Support (CES) business unit.  This position has a key role driving the health, retention and growth of LogMeIn CES clients.  The CRM serves as the trusted point of contact for a portfolio of customers, beginning from last stages of sale and through onboarding, project success and renewals. They proactively engage accounts to ensure optimal leverage of the product and its best practices towards customer's business goals, thinking outside the box for ways customers can increase business value and drive long term customer success.

    The objective of the Customer Relationship Manager is to maintain and expand the client relationship to ensure client outcomes are achieved.  The successful candidate should be a self-starter and bring both initiative and ownership to drive customer references and additional revenue. 

         

    Responsibilities

    RESPONSIBILITIES
    • Overall responsibility for post-sale customer relationship.
    • Work with customers to develop and execute success plan that outlines how LogMeIn will be addressing their critical needs both immediately and in the future – including metrics for success.
    • Establishes productive, professional relationships with key personnel in assigned customer accounts.
    • Actively update customers regarding how LogMeIn’s product roadmap will continue to support their business goals and provide feedback to Product management.
    • Monitor customer value and utilization trends, including regular customer “health checkups” and proactively act upon them.
    • Establish trusted advisor relationships with key customer stakeholders to drive further value and product adoption.
    • Identifies incremental opportunities with other business units to result in continued revenue generation.
    • Leads solution development efforts that best address customer needs, while working cohesively with professional services and other company personnel to ensure smooth onboarding and deployment.
    • Oversees ongoing management and retention (includes reporting and analysis on utilization and risk evaluation.
    • Meets or exceeds goals, as set by LogMeIn business initiatives.
    • Meets assigned expectations for retention.
    • Achieves strategic customer objectives defined by LogMeIn Leadership.
    • Completes strategic customer account plans that meet company standards.
    • Maintains high customer satisfaction ratings that meet company standards.

    Qualifications

    REQUIREMENTS:
    • Typically requires a minimum of 7 years of customer success, strategic account management or sales experience in a business-to-business sales environment. Experience commensurate with size and complexity of assigned customer(s)
    • 4-6+ years of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions.
    • Have a natural proactive, service oriented and value seeking nature; willingness to go above and beyond the call of duty, while approaching all situations with an empathetic and patient manner.
    • Demonstrable success in thinking strategically, executing tactically while providing consistent and high level of customer satisfaction and retention in a fast-paced environment.
    • Moderate technical skills that allow you to guide customers through technical processes such as on-boarding, configuration, etc.
    • Ability to understand customer business requirements, identify, upsell and cross-sell opportunities to deepen the use of LogMeIn solutions within customer environments using a proactive and data-driven approach where cross-selling and upselling is made a priority.
    • Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred.
    • Highly data-driven, with a commitment to process. Excited about driving and tracking a consistent engagement processes with customers within your portfolio. Ability to translate analysis of complex data into meaningful information; ability to modify content appropriately to match customer needs
    • Team player with the highest level of integrity.
    • Bachelor’s degree or equivalent
    • Familiarity with artificial intelligence and machine learning is a bonus
    • 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 verbal and written 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
    • This position requires up to 25% travel
    • English-speaking proficiency is required; bilingual skills a plus
    • 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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