LogicMonitor
Senior Customer Experience Communications Manager
LogicMonitor, Santa Barbara, California, us, 93190
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 located in Santa Barbara, CA.
Our team is located in the heart of downtown Santa Barbara. 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 actionKeep Customers and teams informed, inspired, and connected to LogicMonitor's mission, culture, and valuesOwn the creation of slide formats, structures, messaging hierarchies, and voice of CX programs and initiativesMeasure 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 customersOwn 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 actionsEnable and coach CX teams on program management, communications, and change management best practices through ongoing best practice educationMeet regularly with the Chief Customer Officer and other CX leaders to set and deliver communication strategy, priorities, and special programsPartner 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 capacityStrong, proven business acumenExperience collaborating with executives, showcasing strong poise and executive presenceExperience delivering results with outstanding verbal, written, and storytelling skillsPassion for the written word, with strong writing skills and a proven ability to craft compelling and concise messagesAbility to span from strategy planning through executionAbility 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.
Compensation packages at LogicMonitor for eligible roles include base salary, a variable plan depending on role, along with comprehensive benefits. The range displayed on each job posting reflects the minimum and maximum base salary target for new hires in the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. LogicMonitor employees in eligible roles are also granted equity based compensation, subject to Board of Director approval. As part of our holistic compensation philosophy, your package will also include, but is not limited to: Comprehensive health, dental and vision coverage, generous parental leave policies, access to our Employee Assistance Program and various Wellness programs, a 401K with company matching, a learning and development stipend, and an unlimited vacation policy. For more information on our benefits, see our careers page.
Base Salary Range
$114,765-$140,000 USD
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 located in Santa Barbara, CA.
Our team is located in the heart of downtown Santa Barbara. 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 actionKeep Customers and teams informed, inspired, and connected to LogicMonitor's mission, culture, and valuesOwn the creation of slide formats, structures, messaging hierarchies, and voice of CX programs and initiativesMeasure 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 customersOwn 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 actionsEnable and coach CX teams on program management, communications, and change management best practices through ongoing best practice educationMeet regularly with the Chief Customer Officer and other CX leaders to set and deliver communication strategy, priorities, and special programsPartner 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 capacityStrong, proven business acumenExperience collaborating with executives, showcasing strong poise and executive presenceExperience delivering results with outstanding verbal, written, and storytelling skillsPassion for the written word, with strong writing skills and a proven ability to craft compelling and concise messagesAbility to span from strategy planning through executionAbility 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.
Compensation packages at LogicMonitor for eligible roles include base salary, a variable plan depending on role, along with comprehensive benefits. The range displayed on each job posting reflects the minimum and maximum base salary target for new hires in the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. LogicMonitor employees in eligible roles are also granted equity based compensation, subject to Board of Director approval. As part of our holistic compensation philosophy, your package will also include, but is not limited to: Comprehensive health, dental and vision coverage, generous parental leave policies, access to our Employee Assistance Program and various Wellness programs, a 401K with company matching, a learning and development stipend, and an unlimited vacation policy. For more information on our benefits, see our careers page.
Base Salary Range
$114,765-$140,000 USD