LogMeIn

  • Technical Relationship Manager

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

    The Customer Engagement and Support (CES) Technical Relationship Manager is responsible for proactively managing the technical relationship with clients, and between the LogMeIn Enterprise team.  The Technical Relationship Manager is part technical support engineer, part customer champion, and part relationship manager for a defined group of post sales customer accounts.  The Technical Relationship Manager has three overlapping responsibilities: 

     

    Account Management
    Technical Support
    Project Management

    Success in this role requires the ability to resolve complex technical problems and provide answers to detailed customer configuration questions, with the assistance of a team of account managers.  The Technical Relationship Manager will be responsible for applying an understanding of LogMeIn SaaS products and services methodology, onboarding processes, training, and integration consulting with the purpose of increasing knowledge and usage. 

    The Technical Relationship Manager drives customer satisfaction by proactively managing, troubleshooting and delivering technical information online, over the phone and occasionally on site. This position requires effective interaction with engineering resources, professional services, and management.  Technical Relationship Managers must share best practices with others to enhance the quality and efficiency of customer support. 

    Technical Relationship Managers provide accurate and timely feedback for purposes of measuring, tracking and driving continuous service level improvements.  The Technical Relationship Manager is required to maintain and expand working knowledge of current LogMeIn products (with expertise in Customer Engagement Support portfolio) and related technologies.  When needed, may also participate in account reviews at the customer’s site, support Account Managers/Customer Success managers with training initiatives and support integration requirements.  Key skills will be teamwork, market strategies, account strategies, best practices development, onboarding, training and integration support.

    Responsibilities

    • Apply an in-depth and thorough knowledge of al technical aspects of LogMeIn SaaS products including architecture and security to improve customer’s satisfaction and possibly influence a buying decision
    • Conduct customer needs analyses with Major/Enterprise account managers to gain an understanding of their critical business issues
    • Takes direction from Majors/Enterprise account managers for product training, positioning, demonstrations, solving key business problems, etc.
    • Provide day-to-day guidance to Customer Success Managers in the areas of product demonstrations, proof of concepts, RFPs, overcoming objections and technical sales presentations.
    • Collect customer feedback, enhancements, and feature requests and disseminate findings to product management, engineering, corporate and technical support in order to continuously improve product offerings
    • Act as a resource to various internal teams to provide product improvement feedback, product market trends, and competitive positioning
    • Develop highly effective relationships across all departments
    • Regularly meet with the Customer Account Executive, Majors Relationship Manager, and others to triangulate on immediate and long-term customer needs

    Qualifications

    • Bachelor’s degree or equivalent experience
    • 3 years plus years prior sales or equivalent engineering experience in a high tech environment in an indirect sales and procurement environment with a demonstrated track record of success in driving customer adoption of technology
    • Extensive account management experience, preferably with some experience managing large and / or strategic accounts
    • Ability to travel within assigned territories
    • Core competencies of a successful Technical Account Manager are project management, technical support, customer service and comprehensive technical acumen across a broad spectrum of computing disciplines
    • The individual should demonstrate a broad understanding of more than one of the following areas of focus: 
      • Customer Engagement (Live agent chat or Chat BOT)
      • IT Services
      • Security
      • Social Networking
      • Data Storage
    • Excellent oral and written communications skills, as well as excellent presentation skills

    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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