Customer Success Engineer

About the role

LogicMonitor is an AI-first hybrid observability platform delivering complete visibility across on-premises, cloud, and edge environments. The Customer Success Engineer drives product adoption and expertise at scale by resolving customer problems, educating users on LM functionality, and providing creative solutions within the product. Based in Pune, India, you will work in a major tech center, coordinating time in Centers of Energy to reflect how you work best.

What you’ll do

• Assist accounts through defined implementation and on-boarding process
• Provide initial basic training to new accounts
• Consult during on-boarding as to best practices and ensure clients receive value during the first 90 days
• Shepherd clients through professional services engagements ensuring active participation and timely completion
• Formulate ongoing meeting cadence with each assigned account
• Manage customer cases effectively, meeting defined SLAs
• Identify possible issues inside account base and assist accordingly
• Conduct Renewal Cycle business reviews within accounts showcasing LogicMonitor's value

What you’ll bring

• Exceptional customer service and communication skills
• Strong troubleshooting skills and methodology
• Proficient in SalesForce, Microsoft Office Suite, and Google Suite
• Proficient in scripting and able to write basic scripts
• Ability to follow structured process and information entry
• 2+ years experience in customer facing support roles
• 3+ years experience supporting or administering SaaS ITIM products
• 3+ years experience in Linux, Windows, or Network administration

Skills