LogMeIn

  • Customer Success Manager

    Job Locations US-CA-Goleta
    Category
    Customer Care
  • Overview

    The Customer Success Manager works proactively with our customers and in close connection with LogMeIn’s sales, marketing and inbound care teams to provide consultative onboarding and engagement after a sale is made. This position is focused on driving customer adoption via product onboarding, training, best practices, and contact management. If you are technically savvy, love wowing customers and will go above-and-beyond to serve our customers, this role is for you!

    Responsibilities

    • Proactively connects with customers to document and deliver their needs and value perception
    • Conducts phones calls, writes emails and analyzes data to ensure our products and services fulfill customers’ desired business outcomes
    • Maximizes customer ROI and services benefits through quality interactions via phone, web and email
    • Project manages complex onboardings to meet deadlines and speedy time-to-value
    • Manages customers to successfully keep them on a “happy path” for product and feature usage
    • Performs ongoing analysis and takes the necessary measures to increase product usage and adoption
    • Owns closed-loop process for outbound conversations during early life
    • Effectively communicates value to the customer during product demonstrations and trainings
    • Maintains an understanding of customer requirements and documents contact interactions
    • Provides training and event services with high satisfaction ratings and strong presentation skills
    • Applies basic 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
    • May participate in pre-sale trial support to deliver onboarding services focused on success criteria
    • Apply product best practices to customers varying business initiatives
    • Lead and volunteer for pilot programs within Customer Success organization

    Qualifications

    • Customer-focused – what we do revolves around the customer!
    • Demonstrated ability to manage a high volume of activities with varying priorities
    • Strong written and verbal communication skills to effectively present business concepts and communicate to all levels of an organization
    • Solid presentation skills including proficiency in PowerPoint, Photoshop, or equivalent
    • Bachelor’s degree or equivalent
    • Minimum 2 years’ experience in a customer-facing role
    • Has a keen interest in technology; experience with LogMeIn collaboration products (e.g., GoToMeeting, GoToWebinar, GoToTraining) preferred
    • Can perform day-to-day work with minimal supervision, and new and/or complex assignments with minimal direction
    • Ability to be a team player and willing to work with others toward common goals
    • Ability to excel in data-driven, metrics-oriented environment
    • Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment
    • English-speaking proficiency is required; bilingual skills are a plus
    • Proficiency using Salesforce.com preferred; Gainsight is a plus
    • Willingness to learn new collaboration products/enhancements and provide feedback to the appropriate team

    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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