Senior Customer Experience Communications Manager

LogicMonitor

San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/18/2024
  • Website: www.logicmonitor.com
  • Company Address: 820 State Street, Santa Barbara, CA 93101, US

About LogicMonitor

At LogicMonitor, we’re committed to expanding what’s possible for businesses by advancing their technology. After all, monitoring shouldn’t just help businesses see what’s in front of them—it should create new ways for them to grow. Here’s how we live our vision.

Job Description

About Us:  

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

This position is based in San Francisco, CA. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.

LogicMonitor is proud to be an equal opportunity employer. We deeply care about our employees’ well-being, fostering an environment where every individual is valued and respected. We celebrate the diversity of our team, and are committed to fostering a culture of inclusivity. Come as you are, be yourself, and let's grow together.

To learn more about life at LogicMonitor, check out our Careers Page.

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.

We are committed to our employees' physical and mental health, and offer various wellness programs (including a Calm membership for you and your family!) as part of our holistic approach to employee success.

For more information on our benefits and culture, visit https://www.logicmonitor.com/careers

Residents of California, click Here to view our California Applicant Privacy Notice.

Anticipated Application Close Date: 08/19/2024

#LI-ME1 #BI-Hybrid #LI-Hybrid

LogicMonitor is dedicated to fostering a culture of transparency and fairness, including our commitment to pay transparency. We provide the base salary ranges for all positions posted within the United States. The base salary range displayed on the job posting reflects the minimum and maximum range for new hires. The actual base salary offered will be determined by work location and additional factors, including education, experience, interviews, job-related skills, and qualifications. 

As part of our holistic compensation philosophy, LogicMonitor also offers many competitive elements in our total compensation package for US employees, such as a variable compensation plan, an equity program for all full time employees, 401K matching, and other rewards. For more information on our benefits, see our careers page.

Base Salary Range
$120,230—$140,000 USD
 

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.