Senior Technical Account Manager

Summary

Join Sumo Logic as a Senior Technical Account Manager and become a trusted advisor to our customers. You will leverage your advanced technical expertise to help customers maximize the value of our SaaS analytics platform, driving customer ROI and strategic growth. This role requires hands-on assistance, complex problem-solving, and strong relationship management skills across various levels, from technical practitioners to executives. You will be responsible for proactive monitoring, risk mitigation, and developing growth strategies. The position offers the opportunity to work with cutting-edge cloud technology and engage with our executive team on strategic initiatives. Travel is flexible, generally once or twice a quarter.

Requirements

• Proven track record in a technical role managing multiple customer accounts, preferably with a background in DevOps Engineering, SOC analysis, or similar technical positions
• Passionate about customer satisfaction and problem-solving
• Demonstrated ability in managing relationships across various levels, from technical practitioners to executives
• Professional and clear communication skills, adept in both executive meetings and technical workshops
• Ability to work with uncertainty and proactively seek necessary support
• 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
• Assist customers in navigating the complexities of Sumo Logic and leading strategic growth through robust relationships with users and executives in partnership with the Sumo Logic account team
• 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, ensuring alignment with their expected business outcomes through a hands-on, consultative approach to build their adoption plan, then help them to 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
• Identify financial and adoption risks within an account and 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, and drive product roadmap suggestions from customer feedback
• Conduct Quarterly Business Reviews and monthly health check calls, maintaining a proactive, strategic presence in the account team
• Monitor and report on the overall well-being of customers, tracking essential health and usage indicators to reduce or eliminate churn risk
• Ability to look at data and infer usage patterns

Preferred Qualifications

• Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu)
• Hands-on experience with AWS, GCP, Azure, or other cloud services
• SQL or similar query language skills
• Experience in monitoring and alerting in security, operations, or SecDevOps settings
• Kubernetes expertise (including HELM) and data analytics knowledge
• OSS skills in Otel, Prometheus, and Falco
• Sumo Logic experience

Benefits

• Bonus or commission plans
• Benefits offerings
• Equity awards