Global Customer Success Manager

Description

The Team and Role:

You will be joining the Global Sales team to deliver business-critical technology solutions to our global and strategic customers. The Global Customer Success Manager (CSM) supports our customers as they transition from sales prospects to active users of our products and services. The CSM focuses on customer onboarding, training on our solution set, and oversees the ongoing customer journey.

Your Contribution

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. Share our passion for Equality and the Environment. These are the behaviors and values you’ll need for success at Logitech. In this role, you will:

• Lead and manage the post-sales deployments for global accounts. Ensure they meet their project deadlines and success criteria to achieve desired outcomes and maximize value with Logitech solutions.

• Regularly engage in cadence meetings, including monthly strategic reviews and weekly operations discussions, to maintain alignment and address customer needs.

• Follow up on services trials, ensuring Essential and Select Trials for small rooms and schedulers are effectively deployed.

• Deliver team-driven content, including strategic business reviews, onsite or virtual meetings, and separate NDA/NPI showcases.

• Assist with account planning and collaborate with Global Account Managers to develop a unified team strategy for each account.

• Advocate for customers by addressing escalations, coordinating internal communications, and representing the “voice of the customer.”

• Share updates on “What’s new at Logitech?” as a business partner, including sustainability efforts, product market recognition, CAT/LAB developments, and upcoming events such as Logi Work, ISE, and MSFT Ignite.

• Coordinate services renewals and support deployment with services to ensure customer satisfaction and success.

• Maintain a trusted advisor role for customer escalations and provide a white-glove approach to ensure exceptional service.

Measurements of Success

• Service renewals

• Account revenue growth and portfolio expansion

• Customer satisfaction metrics

Key Qualifications

For consideration, you must bring the following minimum skills and experiences to our team:

• Minimum of 7+ years of experience in customer success, technical account management, or a related role in a dynamic technology environment.

• Highly organized and process-focused.

• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness across multiple teams and solve complex customer issues.

• Strong communication skills—written and verbal—with an understanding of situational best practices. Able to communicate with all levels of the organization, including C-Level executives.

• Excellent presentation skills.

• Ability to build effective work relationships with various levels and departments of both internal Logitech resources and customer resources, influence behavior, and manage change to achieve successful outcomes.

• Demonstrated ability to exercise confidentiality and neutrality in complex and sensitive situations.

• An understanding of product life cycles and project management.

• Experience with channel purchasing models through distribution.

• Growth mindset.

Preferred Qualifications

• Videoconferencing experience.

• Technical Account Management experience.

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