Senior Customer Success Manager - Federal

What we’re looking for…

ScienceLogic is looking for an exceptional Customer Success Manager to join our Customer Success team. This position may be based out of our headquarters in Reston, Virginia, or remote, anywhere in the U.S. (prefer U.S. Central or Eastern Time Zones) and will focus on accounts in the United States. The Customer Success Manager plays an important role at ScienceLogic and is primarily responsible for the overall relationship with customers by proactive management of incidents that affect our customers’ successful use of ScienceLogic solutions.

 

Who we are…

The Customer Success team is composed of groups of highly intelligent and innovative Customer Success Architects, and Customer Success Managers who are dedicated to delivering a customer experience second to none. Each team member is as unique as the projects we work on, but one thing remains the same – our commitment and passion to delivering cutting edge technology solutions for hybrid cloud network monitoring.

 

What you’ll be doing…

As a Customer Success Manager at ScienceLogic you’ll have the opportunity to take an active leadership role and work positioning ScienceLogic value programs and service offerings that help customers achieve their business and operational goals. You’ll also act as the escalation point for business-critical issues and coordination of incident management activities.

•  Work to establish critical goals and key performance indicators to aid customers in achieving their goals.
•  Proactive account profiling to provide the best overall picture of how customers are using our products and services.
•  Make recommendations to management on noticeable trends.
• Act as the customer’s escalation point for business-critical technical issues.
• Proactively govern and expedite the resolution of customer technical issues.
• Manage customer expectations through effective communication of status updates as they become available and are required.
• Understand the customer’s business priorities, overall technology landscape, organization, timeline and priorities for installing, upgrading, and maintaining ScienceLogic software.
• Take a leadership role in delivery and positioning of other ScienceLogic service value programs.
• Build and work account plans, customer success plans and get to green plans for assigned book of business.
• Monitor usage and coordinate internally and externally for license renewals.
• Coordinate and host regular status meetings with the customer to review open issues and address any challenges impeding resolution.
• Ensure notification of major software releases and any End of Service/End of Life announcements are delivered in a timely manner to customers.
• Coordinate Product Roadmap presentations as needed or when requested by customers.
• Educate customers on the development enhancement request processes and monitor the status of their requests.
• Actively participate in the ScienceLogic customer life cycle process, from prospect to renewal.
• Identify growth areas, increase adoption, and generate leads for new opportunities and licenses by using solution selling techniques.

 

Qualities you possess…

Not only are you a customer advocate, but you also have the technical and business acumen to deliver the quality of service our customers are expecting from industry leaders. You know what it means to be the liaison between the business and the customer and, as one of the first faces they will see as a new customer, you understand the importance of making that first impression one they will remember (fondly of course). You also possess the following skills:

•  Bachelor’s degree or equivalent in SaaS, on-prem software platforms, business or IT-related field.
•  Prefer 5+ years of experience working with Federal/SLED accounts in the software or IT industry in a customer facing environment with a broad understanding of datacenter and service provider markets
•  Strong verbal and written communication skills and the ability to communicate effectively at all levels including senior management and technical personnel.
•  Ability to work as a strong team player within a fast paced and dynamic environment.
•  Ability to multitask as a detailed oriented, curious, and strong problem solver.
•  Experience in IT consulting, Service Provider, Customer Account Management or Customer Success Management, with proven customer facing skills.
•  Demonstrated proficiency in CRM tools (Salesforce or others) and Microsoft Office Suite.
•  Understand the business drivers in a customer environment and translate this to technical requirements and delivery of business value and desired outcomes.