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Sumo Logic

Processes and analyzes production application and server log data in the cloud.

Technical Account Manager
New York City, NY, US
Job Description / Skills Required

Are you looking to join one of Silicon Valley’s hottest startups, with top-tier VC funding and all-star engineering, product and sales teams?

At Sumo Logic, we are building the Next Generation Machine Data Analytics solution – delivered as a cloud-based service. Led by industry veterans with funding from Greylock, Sequoia, Sutter Hill, IVP and Accel, we aim to be the #1 solution in this multi-billion dollar market. Sumo Logic is right in the middle of the sweet spots of Big Data, SaaS, Analytics and Security and has great customers ranging from VISA and Anheuser-Busch to Twitter and AirBnB.

As a Technical Account Manager, you will be responsible for working with and guiding Sumo Logic’s largest and most strategic customers toward successful adoption of the service. You will partner very closely with our senior Customer Account Managers to develop deep customer relationships with a small set of large, strategic accounts. You will be the main point of contact for all technical questions and assistance for these customers and represent their needs back to customer support, product management, engineering and sales. And, you will work with the rest of the Customer Success team to build out and cultivate a customer community to enhance the experience of our customers.

The successful candidate for this job will have a strong technical aptitude along with a strong self-starting, proactive mentality. You must have a proven track record of creating and maintaining deep, lasting relationships with customers. You’re going to be dealing with very technical users and complex issues, but you’re also tasked with creating excitement and loyalty in the customers you interact with. This is an ideal role for technical, experienced sales engineers looking to get away from full-time travel requirements or experienced Professional Services consultants looking for a chance to focus on a set of strategic accounts they can help to grow.


Responsibilities:

Engage customers during their post-sales onboarding process
Help advise customers on successful implementation of use cases
Share best-practices and other tools and resources to help customers successfully adopt the Sumo Logic service
Help further adoption of the Sumo Logic service by discovering and implementing new use cases and data sources
Proactively manage issues at customers based on KPIs and SLAs
Stay actively engaged on assigned customers to ensure great customer health
Participate in customer community forums
Partner with senior Sumo Logic Customer Account Managers to ensure customers are renewing and expanding their accounts
Represent customer needs internally with our product management and engineering teams
Requirements:

A demonstrated passion for making customers wildly successful
A track record of having a bias for action to make things happen and drive results
Experience with public cloud services such as AWS or Microsoft Azure
Hands-on experience working with a variety of enterprise software infrastructure (operating systems, virtualization, database, network, security) products in production environments
Five years or more experience working as a professional services consultant, customer success engineer, technical account manager or sales engineer
Customer relationship management skills
Excellent communication and interpersonal skills
The ability to travel occasionally to customer sites
The ability to thrive in a fast-paced, high growth and rapidly changing environment
Ability to write scripts, regular expressions, SQL queries, etc.
Desirable:

Experience with enterprise log management/metrics/SIEM products
Experience with cloud-based technologies
BS/B.Tech/M.Tech in Computer Science or Engineering