Job Details

Overview

Join Logically as a Customer Success Manager - Sales (Remote). Logically is a trusted partner for over 20 years, a Managed Security Services Provider (MSSP) offering cyber-first solutions and services that infuse security across technology infrastructures to reduce risk and empower teams to focus on their business, not the technology behind their business. We are passionate about empowering businesses to succeed in a world where technology and cybersecurity are constantly evolving. Our team includes cybersecurity professionals, service delivery gurus, cloud specialists, and more, all working together to help our clients navigate the complex and ever-changing IT landscape. We are a close-knit team that values accountability, customer centricity, quality relationships, and nimbleness. We are committed to creating a fun, supportive work environment where everyone can thrive. If you are looking for a challenging and rewarding career in IT and cybersecurity, Logically is the place for you.

Why Work for Us

• Be a part of a culture that is committed to absolutely doing the right thing, valuing the well-being of our colleagues and clients.


• Join a team of ambitious and talented individuals, working with cutting-edge technology to drive innovation with purpose.


• Enjoy a fun and engaging work environment, with a good work-life balance.


• We offer competitive wages and benefits, attracting and retaining the best staff for our clients.


• Take advantage of opportunities for personal and professional development to advance your career.

Job Summary

The Customer Success Manager (CSM) is a key sales role that drives growth and customer success within the base of current customers. The primary duty is to promote customer retention and loyalty and to ensure customer engagement with services and products remains high. The CSM will effectively plan and prioritize a high volume of customer activities and requests to manage customer issues and requests.

Please note: This is a sales role that carries a quota.

Responsibilities

• Assist in developing success plans and strategies for customers, focusing on long-term relationships and reducing churn.


• Perform follow-up tasks as part of marketing campaigns, helping to ensure customer engagement and satisfaction.


• Aim for high customer satisfaction scores, ensuring customers are referenceable and receive annual NPS scores >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 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 feedback.


• Collaborate with Marketing to develop customer appreciation initiatives and engagement activities.


• Act as a customer advocate by collaborating with cross-functional teams to enhance processes and improve satisfaction and retention.


• Assist with special projects as requested by leadership.


• 10-20% travel required.

Qualifications

• Associate's degree in management, Information Technology, Computer Science, or commensurate experience.


• 1 year of experience in customer success, sales, or consulting.


• 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 SMB, mid-market, and enterprise frustrations.


• Experience working cross-functionally with an account team including Account Managers and subject matter experts.


• Ability to work in a team environment and demonstrate leadership, presentation, and planning abilities, along with verbal and written communication skills.


• Business acumen; translating business requirements into related solutions.


• Flexible and able to remain calm under pressure while managing multiple priorities.


• Active listener with excellent oral and written communication skills, and ability to handle difficult conversations.


• Problem-solving skills with the ability to generate options and select the best solution.


• Ability to build relationships based on trust to enable collaboration with team members and stakeholders.


• Ability to communicate effectively with customers and various levels of management, both verbally and in writing.


• Ability to manage multiple sales opportunities in a fast-paced environment.


• Team player mentality and willingness to share knowledge with others.

EEO Statement

Logically provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, gender identity, sexual orientation, and other protected classes.

Seniorities & Employment Details

• Seniority level: Mid-Senior level


• Employment type: Full-time


• Job function: Other


• Industries: IT Services and IT Consulting