Note: The job is a remote job and is open to candidates in USA. Logically is a company focused on unifying IT operations and cybersecurity for organizations. They are seeking a Customer Success Manager who will drive growth and customer success by promoting retention and loyalty, managing customer activities, and ensuring high engagement with services and products.
Responsibilities
- Assist in developing success plans and strategies for customers, with a focus on supporting long-term relationships and reducing customer churn
- Perform follow-up tasks as part of marketing campaigns, helping to ensure customer engagement and satisfaction
- Aim for high customer satisfaction scores, making sure customers are referenceable and receive annual NPS scores of >8
- Monitor customer agreements and help manage change requests and approvals as needed
- Maintain customer information and activity in CRM tools like Salesforce, ensuring accurate record-keeping and adherence to defined procedures
- Identify opportunities to expand product and service usage with existing customers and provide support in managing these opportunities
- Ensure customer contact information is updated and kept current in Salesforce and ConnectWise
- Organize monthly check-ins with regional service teams to align client needs and gather valuable feedback
- Collaborate with Marketing to develop customer appreciation initiatives and engagement activities
- Act as a customer advocate by collaborating with cross-functional teams such as Marketing, Sales, Product, Service, Finance, and Engineering to enhance processes and improve customer satisfaction and retention
- Assist with special projects as requested by leadership
- 10-20% travel required
Skills
- Associate's degree in management, Information Technology, Computer Science or commensurate experience required
- 1 year of experience in customer success, sales, or consulting capacity
- Familiarity with IT services such as Microsoft O365, Cloud, or Network Security is helpful; additional training will be provided
- Basic knowledge of CRM systems like Salesforce, ConnectWise, or Microsoft Dynamics is advantageous
- Solid understanding of cybersecurity or managed IT services, and how they relate to helping solve SMB, mid-market, and enterprise frustrations
- Experience working cross-functionally with an account team including both Account Managers and SMEs, providing account management support to assigned projects and service teams
- Ability to work in a team environment and demonstrate leadership, presentation, and planning ability, as well as verbal and written communication skills
- Business acumen; translating business requirements into related solutions
- Flexible and able to remain calm in times of stress while managing multiple priorities at one time
- Active listener with excellent oral and written communication skills, as well as the ability to handle difficult conversations
- Sound problem-solving technique with ability and persistence to generate options and select the best solution
- Ability to build relationships based on trust to enable collaboration and cooperation amongst team members and internal/external stakeholders
- Ability to communicate effectively with customers and various levels of management both verbally and in written form
- Ability to manage multiple sales opportunities in a fast-paced environment
- Team player mentality and willingness to share knowledge with others
Benefits
- Competitive compensation and benefits
- Opportunities for professional development and advancement
Company Overview
Logically is a national managed security and IT solution provider managing complexity, performance, and security of business technology. It was founded in 1999, and is headquartered in Dublin, Ohio, USA, with a workforce of 201-500 employees. Its website is https://www.logically.com/.