What You'll Do :
LM Envision, LogicMonitor's leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences.
LogicMonitor has a layered approach to intelligence, where AI and Machine Learning is baked into every facet of the LM Envision platform to help IT teams improve efficiency, minimize alert fatigue, proactively predict trends, and maximize enterprise growth and transformation.
Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references.
In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction.
We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the sixth year in a row!
We are seeking an experienced customer communications expert to help build and scale our Customer Experience (CX) Communications function as LM charts its next stage of growth.
In this role, you will collaborate closely with the CX Leadership team and key internal stakeholders to craft a communications strategy that aligns and inspires LM’s customers and employees to engage with strategic initiatives through innovative and engaging programs.
You will be instrumental in creating and implementing both internal and customer communications strategies while promoting and strengthening the company culture.
Reporting to the Chief Customer Officer, you will have ample opportunity to make a significant impact at LogicMonitor.
Here's a closer look at this key role :
- Develop, lead, and execute communication aspects of top CX cross-functional, cross-department programs that drive Customer engagement and inspire Customers to take action
- Keep Customers and teams informed, inspired, and connected to LogicMonitor’s mission, culture, and values
- Own the creation of slide formats, structures, messaging hierarchies, and voice of CX programs and initiatives
- Measure and report on the impact of CX programs, embracing a growth mindset to consistently iterate and think about ways we can improve how we support our customers
- Own net promoter score (NPS), impact communications, and other engagement programs in partnership with Employee Success, Marketing, and Product Enablement;
run ongoing surveys, pulsing for feedback, interpreting results, and recommending actions
- Enable and coach CX teams on program management, communications, and change management best practices through ongoing best practice education
- Meet regularly with the Chief Customer Officer and other CX leaders to set and deliver communication strategy, priorities, and special programs
- Partner with LM’s broader communications team on our company-wide comms strategy, best practices, and preferred tooling to drive greater consistency and engagement
What You'll Need :
- 8+ years of experience in program management, communications, change management in a customer-facing capacity
- Strong, proven business acumen
- Experience collaborating with executives, showcasing strong poise and executive presence
- Experience delivering results with outstanding verbal, written, and storytelling skills
- Passion for the written word, with strong writing skills and a proven ability to craft compelling and concise messages
- Ability to span from strategy planning through execution
- Ability to take initiative, learn new skills and information quickly, and to work efficiently and effectively in a fast-paced environment
Benefits :
At LM we believe that a total rewards package should be built with the whole person in mind, so we’ve designed a total rewards package that’s almost as complex as you are.
We want to support our employees to be healthy and happy!
Whether you’re working from home or one of our Centers of Energy, US benefits for LMers include but are not limited to : unlimited vacation, health, vision, and dental insurance, robust parental leave, a 401K with company matching, a monthly Work Well reimbursement, Employee Equity Program, Professional Development funds, unlimited opportunities for growth, and more.
Customer Experience & Service Transformation Management Manager
You understand the ins and outs of customer support organizations what drives call volume, how to unlock and deliver customer value and think about customer support in a digital, self-service manner and you're ready to apply your knowledge to help clients optimize and transform their customer servic...
Senior Customer Success Manager
Typically requires a Bachelor's degree and a minimum of 8 years of related experience; or an advanced degree with 6+ years of experience; or equivalent related work experience. We accomplish that by investing in the communities where both our customers and employees serve and live. In depth experien...
Senior Product Marketing Manager, Customer Workflows
Product Marketing Manager – Customer Workflows will be responsible for driving key elements of our Customer Workflows GTM strategy, product launches, creating sales enablement content, supporting digital campaigns, events and developing persona-based solution messaging. We move fast because th...
Customer Experience Manager Full Time New Store
The Customer Experience Manager (CEM) is responsible to “Wow the Customer”, front end operations, cash management, cleanliness, safety and driving sales. This means that you not only deliver in your role as the Customer Experience Manager, but you also model leadership behaviors and deliver as a man...
Senior Manager, LTC Claims Customer Service
Senior Manager, LTC Claims Customer Service. The LTC Claims Customer Service Senior Manager is the key person responsible for developing and maintaining an excellent service culture while executing on all performance metrics. Handle escalated situations, providing feedback, and identifying process i...
Senior Program Manager – Customer Engineering
As a high-growth, digital experience company, we are looking for an experienced Program Manager, you will play a crucial role in overseeing and driving the successful delivery of technical projects, ensuring alignment with business objectives and expectations. We give everyone—from emerging artists ...
Senior Customer Success Manager
The Customer Success Manager is responsible for overall customer wellbeing by supervising customer health, producing customer programs, providing billable services, and operating as a primary point of contact for customer concerns. Our Customer Success Managers work directly with customers to improv...
Senior Product Marketing Manager, Customer Workflows
Product Marketing Manager – Customer Workflows will be responsible for driving key elements of our Customer Workflows GTM strategy, product launches, creating sales enablement content, supporting digital campaigns, events and developing persona-based solution messaging. We move fast because the worl...
Retail Customer Experience Manager-FT
We're here for the Makers! Come be a part of the team where innovation and teamwork come together to support the most exciting missions in the world!.Michaels is an Equal Opportunity Employer.We are here for all Team Members and all Makers to create, innovate and be better together.Offrir une expéri...
Senior Pricing Manager
Solidify customer pricing into actionable segments for use by Acquisition, Retention, Digital Experience, and Marketing Automation teams. Understanding of customer data and experience implementing meaningful, scalable audience segments. Crain Communications is searching for a. This is a great role f...