LogMeIn

  • Customer Success Manager

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

    The Customer Success Manager works proactively with our customers and in close connection with LogMeIn’s sales, marketing, onboarding and inbound care teams to manage complex customer engagements and to ensure success after the sales and onboarding process. 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 gain an understanding of their needs and ensure they understand and find full value of our products and services
    • Develops customer relationships and manages assigned accounts to result in continued revenue generation and high levels of customer satisfaction
    • Performs ongoing analysis of customer engagement and takes the necessary measures to increase product usage and adoption
    • Owns closed-loop process for more difficult outbound conversations, including NPS and tNPS
    • Works with customers to successfully keep them on a “happy path” for product and feature usage
    • Effectively communicates during phone and web interactions regarding product demonstrations and related software  feature and functionality training
    • Proactively connects with customers throughout lifecycle to maximize customer ROI and services benefits
    • 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
    • Engages and leads projects related to customers as well as internal process improvements
    • Meets or exceeds goals, as set by LogMeIn business initiatives

    Other Duties and Responsibilities:

    • Conducts product-specific training classes for fellow Customer Success team members
    • Participates in Beta testing of both new and existing products
    • Provides analysis of customer usage/behaviors
    • Completes other duties and projects as assigned

    Qualifications

    • Customer-focused – what we do revolves around the customer! 
    • Bachelor’s degree or equivalent preferred 
    • 3 years’ experience in a customer-facing role
    • Experience with LogMeIn products, as well as other remote-access products, preferred
    • 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 be a team lead 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.
    • Has a keen interest in Software-as-a-Service (SaaS)
    • 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-speaking proficiency is required; bilingual skills a plus
    • Proficiency using Microsoft Office (Word, Excel, Outlook), Salesforce.com preferred

     

    Competencies:

    • Innovation: Participates in and supports an environment that is conducive to innovation and new ways of doing things; exhibits curiosity and open-mindedness; suggests new ideas in response to and anticipation of business needs
    • Accountability: Performs duties with timeliness, dependability, and punctuality of shift start times and scheduled breaks; holds self-accountable for keeping commitments and delivering the best possible performance; works well independently; takes initiative to prioritize and complete assigned tasks
    • Authenticity: Shows a genuine, accessible and caring personality that builds trust, mutual support and credibility; listens, exhibits humility and gauges approachability of others; maintains composure and is able to be respectful and straightforward with others; develops trusting relationships; takes full responsibility for self; respects the confidentiality of the information they acquire, maintain, and use in their job, and personally disengages from it
    • Communication: Communicates clearly and concisely; ensures that communication channels are open, and that information and ideas are flowing in all appropriate directions; listens, asks for and uses input
    • Excellence Orientation: Strives to be the best that one can be and maximizes one's own potential in helping LogMeIn succeed; exhibits resilience, persistence, tenacity and a continuous mindset for improvement
    • Teamwork: Collaborates with others toward shared goals, exhibits cooperativeness; participates in and supports effective conflict resolution

     

    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

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.