Customer Success, Pune, India

Customer Success Engineer

The Customer Success Engineer is responsible for product adoption and expertise of the LogicMonitor customer at scale. You will contribute to the product experience through resolving customer problems, educating users on LM functionality and providing practical solutions within the LogicMonitor product. The CSE is responsible for all aspects of the customer s success within the product, including training, adoption, problem resolution, business value realization, retention, and growth - all done at scale utilizing tool automation 1:many and 1:1 customer meetings. The CSE is the primary point of contact for product adoption and creative solutions and is responsible for working in tandem with a team of Customer Success Managers, Account Owners, Executives, and other cross-functional teams as needed to meet customer and LM leadership expectations.
Product Adoption Expertise
Assist accounts through defined implementation and on boarding process
Provide initial basic training to current accounts




Consult during the on-boarding process as to best practices and ensure clients receive value from LogicMonitor during the first 90 days
Shepherd clients through qualified services engagements ensuring their active participation and timely completion of all projects
Formulate ongoing meeting cadence with each assigned account
Become the customer s trusted advisor, and advocate inside of LogicMonitor
Manage customer cases effectively, meeting defined SLAs.
Retention
Identify possible issues inside of your account base, and assist accordingly
Identify proactive opportunities to work with and provide value to your customers
Address customer experience issues prior to the issues creating a churn risk
Work with Technical Support to understand your customer s issue, and assist as an escalation point of contact
Provide constant-availability to your customer set during critical situations and outages
Conduct R

📌 Customer Success Engineer Pune
🏢 LogicMonitor
📍 Pune