Customer Success Engineer

Boston · Full-time

About The Position

Let’s make machine data meaningful, together!  Logz.io provides the world’s most popular open-source log analysis platform, ELK (Elasticsearch, Logstash and Kibana), as a simple, fast, secure and scalable service on the cloud.

We are customer obsessed, work hard and have a team culture that is both entrepreneurial and fun. This is a customer management role in which you will own the long-term relationship with a number of key customers.

Responsibilities

  • Work very closely with our customers to make sure that they are happy and gain value from our products
  • Use as a focal point for any tech related matters
  • Train and coach customers to a successful onboarding process and ongoing usage
  • Partner with sales on accounts planning and new opportunities
  • Define metrics and ensure that they are successfully achieved
  • Plan, execute and facilitate the customer’s journey and contract renewal
  • Proactively identify opportunities to expand Logz.io solutions within the customer’s business
  • Advocate internally for customer needs and ensure your individual customer achievements are recognized
  • 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

  • 5+ years of experience as a Technical Project/ Support / Account / Customer Success Manager with SMB and Enterprise customers
  • Excellent customer facing skills: training, coaching, discussion management, conflict resolution
  • A broad background in technical infrastructure (AWS, Azure, GCP, Docker, Kubernetes), including 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
  • Travel up to 20%

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.