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:
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.
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.
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