Director, Customer Success Engineering

Boston

About The Position

Logz.io is rapidly-growing cloud observability company with 700 customers around the world.  With 200 employees and $100M in venture funding raised to-date, we are planning to take our “powered by open source” story to every company in the world. We are customer-obsessed, work hard and have a team culture that is both entrepreneurial and fun. This is a global customer success leadership role in which you will own the long-term success of our customer base, directly and through your worldwide. 

Responsibilities

The successful candidate will be an enthusiastic, professional, and growth-minded, with commercial acumen and a passion for helping customers succeed. A natural curiosity for understanding technical environments and willingness to learn about evolving solutions is essential. You have experience managing distributed team members (in our case:Boston, London, Tel Aviv, The Bay Area & Tel Aviv-based teams).  You’re fanatical about making customers successful and are motivated to help customers “love doing business” with us. Responsibilities are many; some of the important ones are:

  • Coordinating with sales, account management, and product teams to craft  strategy and drive success across our ever-expanding customer base
  • Providing your team  with coaching, guidance, and leadership by example;  regular reviews and joint interactions with customers will help to achieve this. 
  • Advocating internally for customer needs and keep our collective focus on the customer and their experience of doing business with Logz.io
  • Providing executive sponsorship and support to major and strategic accounts,  engaging with senior management and technical contacts in customer organizations to ensure “The Logz.io Experience” is an exemplary one for all of our customers 
  • This position demands  continuous improvement of the Customer Success Engineering function and a commitment to personal and professional growth for our team
  • Other important activities
  • Defining the reporting and metrics for the global team
  • Identifying talent, training, and continuous evaluation of of the teams in a way that helps everyone grow and get better
  • Coordination and improvement of the on-boarding and implementation process
  • Working closing with Account Management to penetrate accounts.
  • Work with all Logz.io teams ensuring the utmost customer experience including advocacy, product enhancements, issue resolution, etc.
  • Lead cross organizational processes, programming and documentation projects as required

Requirements

  • 10+ years of experience as a Technical Account Manager, Implementation Manager, Sales Engineering Manager, Customer Success Engineer or similar.
  • 5+ years of managing a technical team.
  • Excellent customer facing skills: training, coaching, discussion management, conflict resolution
  • A broad background in technical infrastructure (AWS, Azure, GCP, Docker, Kubernetes), including application infrastructure, servers, networking devices, and storage
  • Domain knowledge and experience in any of the following areas: Log Management and Log Analysis, Big Data (from a data management perspective), Business Intelligence/Web Analytics, Operational Intelligence, AI
  • Domain knowledge and experience in Security an advantage
  • Ability to creatively explain and present complex concepts in an easy to understand manner
  • Strong written and verbal communication skills, as well as business and technical acumen
  • Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations
  • Willingness to travel up to 20 percent of the time

Additional Info:

Please be aware that this page is for use directly by candidates only. We do not accept resumes from Recruiters and Placement Agencies through this page. If you are a recruiter or placement agency, note that we do not accept charges for unsolicited agency resumes. Logz.io will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with resumes provided through our site, or for resumes otherwise provided to a Logz.io employee from an agency with which Logz.io does not have a written agreement for payment of recruitment fees. By uploading a resume through this site you represent that you are the candidate or are authorized to operate on the candidate’s behalf free of charge to Logz.io.