ScienceLogic is currently seeking a qualified Customer Experience Manager to join our Post-Sales Support team. This position is based out of our Reston, VA office and will focus on accounts in the Northeastern part of the United States.
This position is responsible for the proactive management of incidents that affect our customers’ successful use of ScienceLogic solutions. Act as an escalation point for business critical support issues and coordination of incident management activities. Actively position ScienceLogic value programs and service offerings to assist customers in achieving their business and operational goals.
Proactive account contact to identify business critical technical support issues.
Maintain profile of customer use and adoption of ScienceLogic products and make recommendations to management on noticeable trends.
Understand the customer’s business priorities, overall technology landscape, and organization by knowing their timeline and priorities for installing, upgrading, and maintaining ScienceLogic software.
Active positioning of value programs, and participates in the execution of them.
Support team members as necessary to assist with annual license renewals.
Act as the customer’s escalation point for business critical technical support issues. Manage customer expectations through effective communication of status updates as they become available, and as needed.
Coordinate incident management across the Technical Support environment in order to ensure maximum availability of installed products.
Improve customer satisfaction levels with post sales activity by ensuring all internal groups fully understand the customer’s environment and situation when required.
Proactively govern and expedite the resolution of customer technical support issues in accordance with the customer’s business priorities. Avoid business critical situations by understanding the customer’s timeline and priorities for installing, upgrading, and maintaining ScienceLogic software.
Create standard or customized reports on the status of technical support issues for review with the customer and account teams.
Arrange and lead regular status meetings with the customer to review open support issues and address any challenges impeding resolution.
Ensure notification of major software releases and any End of Service/End of Life announcements are delivered appropriately to the customer.
Assist with developing and ensure customers are aware of the defined Product Roadmap(s) and Development Enhancement Request processes.
Actively participate in the customer life cycle proce
Ability to communicate effectively at all levels including senior management and technical personnel.
Ability to work within a fast paced and dynamic environment.
Ability to multitask.
Proven customer service skills.
Demonstrated proficiency in Microsoft Office Suite.
Understand the business drivers in a customer environment and translate this to technical requirements.
Ability to coordinate high pressure situations by involving the appropriate resources as necessary.
Strong negotiating skills to gain help from a diverse group of individuals from across the organization to meet customer’s needs.
Possess a good understanding of Technical Support and how it fits in with the Product Development Lifecycle.
Must be able to handle escalated situations
Bachelor’s degree or global equivalent in business or IT-related field.