Director, Technical Customer Success

Director, Technical Customer Success

As a trusted customer advisor and leader, the role of Director, Technical Customer Success will not only help our customers understand best practices to maximize Sumo Logic's value, drive customer ROI and also delve deep into the technical nuances of our platform. You'll be hands-on, coaching your team 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. Your expertise in advanced training, complex problem-solving, and enabling technology adoption will be crucial. We support customers across various verticals with specialized needs in information security, DevSecOps,  and observability and monitoring.

This role offers the excitement of joining Sumo's team, which is renowned for tackling our customers' most intricate security and operational challenges. As a Director of Technical Account Engineering, you'll have visibility up to the CEO level and engage with our executive team on strategic initiatives.

Travel Requirements

• Flexible, but generally once or twice a quarter (10-25%)
• Customer Visits
• Corporate Visits for Training, mandatory meetings, etc.

Responsibilities

• Drive Strategic Adoption: Enable the team and drive execution of product usage in support of customer business outcomes. Ensure the team works with our customers to understand their business outcomes and ensure that they’re using our product in a proactive manner that supports their business outcomes. Measure and track to quantifiable targets..
• Customized Success Planning: Coach your team on the process of developing joint success plans. These plans will align with customers' expected business outcomes through a hands-on, consultative approach to build their adoption plans, then help them to achieve them and track progress.  
• You will inspect the team’s Success Plans and be accountable for completion, quality and coaching the team in gaps.
• Risk Mitigation and Planning: Ability to identify financial and adoption risks within a portfolio of accounts and pull the team together to create a thorough plan to turn risky situations into an advocacy scenario 
• Growth Strategy Development: Collaborate with the TAE team and account teams to help identify opportunities for growth, tracking success and developing best practice documentation for use by the broader TAE organization.
• Proactive Monitoring and Support: Vigilantly monitor account portfolio KPIs, proactively address deployment issues, and drive product roadmap suggestions from customer feedback.
• Executive Engagement: Conduct Quarterly Business Reviews with assigned accounts. For other accounts in the portfolio be accountable for coaching your team's development of QBR materials, documenting best practices.

Required Qualifications and Skills

• Leadership: Experience having managed a team of 20+ technical and consultative team members in a region outside of the company’s main headquarters location.
• Extensive SaaS Experience: Proven track record in a technical role managing multiple customer accounts, preferably with a background in  SOC analysis, DevOps Engineering,or similar technical positions.
• Customer-Centric Approach: Passionate about customer satisfaction and problem-solving.
• Relationship Management: Demonstrated ability in managing relationships across various levels, from technical practitioners to executives.
• Communication Excellence: Professional and clear communication skills, adept in both executive meetings and technical workshops.
• Ambiguity Navigation: Ability to work with uncertainty and proactively seek necessary support.
• Account Portfolio Management Prowess: Demonstrable skills in managing a portfolio of Accounts that your team manages with a keen eye for detail.
• Familiar with Cyber Security frameworks and their applications in the secure DevOps Lifecycle
• Experience building out a local presence and representing a company locally
• Curiosity: Curiosity to learn about the customer base; curiosity to continue learning; and a track record of building a learning culture within the teams you’ve led

About Us

Sumo Logic, Inc. empowers the people who power modern, digital business. Sumo Logic enables customers to deliver reliable and secure cloud-native applications through its Sumo Logic SaaS Analytics Log Platform, which helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time analytics and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com.

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