Full Time Posted 30 days ago

Job Description

The Customer Relationship Manager works proactively with a portfolio of our largest Enterprise Customers.  You will drive success and be directly accountable for each customer’s product deployment, adoption, and retention.  You are an expert relationship builder, deeply understand your customers’ business models, core problems to solve, and critical use cases.  If you are technically savvy, love building relationships, are solutions oriented, thrive on wowing customers, and will go above-and-beyond to serve our customers, this role is for you!

Primary Responsibilities

  • Develops excellent customer relationships to drive ROI, growth, retention and high customer satisfaction
  • Navigates customer’s organization to deepen strong relationships with key decisions makers and to strengthen understanding of business needs/drivers
  • Builds a strong relationship with Sales partners to jointly represent LogMeIn as a unified Account Team that supports and manages each customer
  • Develops tactical Account Plans collaboratively with Account Team
  • Responsible for risk identification, escalation, and mitigation planning & execution
  • Identifies incremental opportunities within and across other business units; works closely with Sales to pursue and win these
  • Leads monthly and/or quarterly business reviews with Enterprise customers, reinforcing ROI and identifying innovative solutions to solve critical business problems
  • Manages all customer projects, including more complex implementations
  • Gathers product feedback and customer needs and recommends improvements to Product Teams, ensuring customer needs are heard throughout LogMeIn
  • Effectively navigates internally and cross-functionally to ensure customer needs and business needs are met
  • Facilitates executive relationships between LogMeIn and the customer through introductions and coordination of conference calls and on-site visits
  • Meets or exceeds KPIs and goals, as set by LogMeIn and Customer Success leadership.

Requirements, Knowledge and Skills

  • Bachelor’s degree or equivalent preferred 
  • 7+ years proven track record of measurable success in strategic customer account management and development within the service industry, specifically working with larger clients
  • Excellent customer relationship skills; ability to grow and retain accounts, build relationships and quickly spot and communicate potential risks and issues; ability to identify organizational structure and confidence to target and build new relationships
  • Customer focused (we do what revolves around the customer!), tech-savvy, excellence oriented, personable with natural problem-solving abilities, creative, innovative, inquisitive and solutions oriented
  • Strong project-management and organizational skills; ability to define a complex implementation or customization plan with very minimal guidance
  • Strong analytical skills and ability to translate analysis of complex data into meaningful information; ability to modify content appropriately to match customer needs
  • Strong written and verbal communication skills to effectively present business concepts and communicate to all levels of an organization
  • Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment
  • Ability to excel in a data-driven, metrics-oriented environment
  • Experience creating and delivering presentations to key clientele; excellent presentation and communication skills
  • Demonstrated discretion and ability to work with confidential information
  • English-speaking proficiency is required; bilingual skills a plus
  • Proficiency using Microsoft Office (Word, Excel, Outlook, PPT) and; Gainsight experience is a plus! 
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Customer Relationship Manager