Senior Customer Success Manager - Federal

ScienceLogic; United States; Remote; USD 75,000 - 115,000; Full time

Job summary

An innovative firm is seeking a Senior Customer Success Manager to enhance relationships with federal accounts. In this role, you'll lead initiatives to ensure customers achieve their operational goals while managing critical incidents. You'll work collaboratively with a talented team to deliver exceptional service and technology solutions for hybrid cloud network monitoring. This position offers the flexibility of remote work, allowing you to thrive in a dynamic environment while contributing to the success of clients across the United States. If you're passionate about customer advocacy and technology, this opportunity is perfect for you.

Benefits

Remote-first culture

Comprehensive medical, dental, and vision plans

401(k) plan with employer match

Flexible Paid Time Off

Volunteer Time Off

5-year Service Milestone Sabbatical

Paid parental leave

Employee referral bonus program

Pet insurance

Well-stocked kitchen and catered lunches

Qualifications

• 5+ years of experience in customer-facing roles in software or IT.
• Strong verbal and written communication skills for all levels.
• Ability to multitask and work in a fast-paced environment.

Responsibilities

• Manage overall customer relationships and incident management.
• Establish goals and KPIs to aid customers in achieving their objectives.
• Coordinate and expedite resolution of technical issues.

Skills

Customer Success Management

Communication Skills

Problem Solving

Project Management

CRM Tools Proficiency

Technical Support Understanding

Education

Bachelor’s degree in IT-related field

Tools

Salesforce

Microsoft Office Suite

Job description

Senior Customer Success Manager - Federal

Pay Competitive

Location Remote

Employment type Full-Time

Job Description

• Req#: 5015961

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.
• Ability to coordinate high pressure situations, with a high degree of patience and tenacity, by involving the appropriate resources as necessary.
• Strong negotiating and Project Management skills to gain help from a diverse group of individuals from across the organization to meet customer’s needs.
• Possess a basic understanding of Technical Support and how it fits in with the Product Development Lifecycle.
• Must be able to handle escalated situations.
• Estimated 10% travel to customer sites/conferences will be required.
• Must be a US Citizen.

Benefits & Perks

• A remote-first culture - work from home or come into the office, it's totally up to you.
• Comprehensive medical, dental and vision plans.
• 401(k) plan with employer match.
• Flexible Paid Time Off (FTO) so that you can take the time that you need to re-energize.
• Volunteer Time Off (VTO) - take two days off per calendar year to volunteer with your preferred charitable organization.
• 5-year Service Milestone Sabbatical.
• Paid parental leave.
• Generous employee referral bonus program.
• Pet insurance.
• HQ Office centrally located in Reston Town Center featuring a well-stocked kitchen with rotating snacks and beverages, and catered lunch on Thursdays.
• Regular virtual company-wide events, including cooking classes, yoga, meditation and more.
• The opportunity to learn and develop from some of the best and brightest minds in the industry!

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At ScienceLogic, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which you are applying.

About ScienceLogic

ScienceLogic is a leader in IT Operations Management, providing modern IT operations with actionable insights to predict and resolve problems faster in a digital, ephemeral world. Its solution sees everything across cloud and distributed architectures, contextualizes data through relationship mapping, and acts on this insight through integration and automation.

www.sciencelogic.com

ScienceLogic is a software and service vendor. It produces information technology management and monitoring solutions for IT Operations and cloud computing.