Senior Technical Account Engineer

Summary

Join Sumo Logic's team as a Technical Account Engineer to empower customers with best practices, drive customer ROI, and navigate the complexities of Sumo Logic. As a trusted advisor, you'll lead strategic growth through robust relationships with users and executives.

Requirements

• Extensive SaaS Experience: Proven track record in a technical role managing multiple customer accounts
• Customer-Centric Approach: Passionate about customer satisfaction and problem-solving
• Relationship Management: Demonstrated ability in managing relationships across various levels
• Communication Excellence: Professional and clear communication skills
• Ambiguity Navigation: Ability to work with uncertainty and proactively seek necessary support
• Account Management Prowess: Demonstrable skills in managing multiple Accounts with a keen eye for detail
• Familiar with Cyber Security frameworks and their applications in the secure DevOps Lifecycle
• Curiosity to learn about the customer base and curiosity to continue learning

Responsibilities

• Help customers understand best practices to maximize Sumo Logic's value
• Drive customer ROI
• Delve deep into the technical nuances of our platform
• Assist customers in navigating the complexities of Sumo Logic
• Lead strategic growth through robust relationships with users and executives
• Facilitate training on advanced features and practices, aligning with the customer's specific usage of Sumo Logic
• Work closely with customers to understand their unique requirements and challenges
• Ensure alignment with their expected business outcomes through a hands-on, consultative approach to build their adoption plan
• Help them achieve it and track progress
• Keep an eye out for additional opportunities and work to expand the plan as they progress to maximize the value they get from SUMO Logic
• Ability to identify financial and adoption risks within an account
• Pull the team together to create a thorough plan to turn risky situations into an advocacy scenario
• Collaborate with the account team to formulate and implement strategies that balance customer needs with Sumo Logic’s business growth
• Vigilantly monitor customer KPIs
• Proactively address deployment issues
• Drive product roadmap suggestions from customer feedback
• Conduct Quarterly Business Reviews and monthly health check calls
• Maintain a proactive, strategic presence in the account team
• Monitor and report on the overall well-being of customers
• Track essential health and usage indicators to reduce or eliminate churn risk
• Ability to look at data and infer usage patterns

Benefits

Annual base salary range: $155,000 - $183,000