Technical Account Engineer (Technical Account Manager, Technical Customer Success Manager)

Sumo Logic, Inc. empowers modern digital business through its SaaS analytics platform. They are seeking a Technical Account Engineer to act as a trusted customer advisor, helping clients maximize the value of Sumo Logic while navigating the complexities of the platform and driving strategic growth through strong relationships.

Responsibilities:

• Customer Visits
• Corporate Visits for Training, mandatory meetings, etc
• Advanced Technical Expertise: Hands-on keyboard experience and consultative skills
• Strategic Adoption Drive: Facilitate training on advanced features and practices, aligning with the customer's specific usage of Sumo Logic
• Customized Success Planning: Work closely with the account team to understand customers’ unique requirements and challenges, ensuring alignment with their expected business outcomes through a hands-on, consultative approach to build their adoption plan, then help them to achieve it and track progress. You’ll keep an eye out for additional opportunities and work to expand the plan as they progress to maximize the value they get from SUMO Logic
• Risk Mitigation and Planning: Ability to identify financial and adoption risks within an account and pull the team together to create a thorough plan to turn risky situations into an advocacy scenario
• Growth Strategy Development: Collaborate with the account team to formulate and implement strategies that balance customer needs with Sumo Logic’s business growth
• Proactive Monitoring and Support: Vigilantly monitor customer KPIs, proactively address deployment issues, and drive product roadmap suggestions from customer feedback
• Executive Engagement: Participate in Quarterly Business Reviews and monthly health check calls, maintaining a proactive, strategic presence in the account team
• Monitor and report on the overall well-being of customers, tracking essential health and usage indicators to reduce or eliminate churn risk
• Data Analysis: Ability to look at data and infer usage patterns

Requirements:

• Advanced Technical Expertise: Hands-on keyboard experience and consultative skills
• Strategic Adoption Drive: Facilitate training on advanced features and practices, aligning with the customer's specific usage of Sumo Logic
• Customized Success Planning: Work closely with the account team to understand customers' unique requirements and challenges, ensuring alignment with their expected business outcomes through a hands-on, consultative approach to build their adoption plan, then help them to achieve it and track progress
• Risk Mitigation and Planning: Ability to identify financial and adoption risks within an account and pull the team together to create a thorough plan to turn risky situations into an advocacy scenario
• Growth Strategy Development: Collaborate with the account team to formulate and implement strategies that balance customer needs with Sumo Logic's business growth
• Proactive Monitoring and Support: Vigilantly monitor customer KPIs, proactively address deployment issues, and drive product roadmap suggestions from customer feedback
• Executive Engagement: Participate in Quarterly Business Reviews and monthly health check calls, maintaining a proactive, strategic presence in the account team
• Monitor and report on the overall well-being of customers, tracking essential health and usage indicators to reduce or eliminate churn risk
• Data Analysis: Ability to look at data and infer usage patterns
• Extensive SaaS Experience: Proven track record in a technical role managing multiple customer accounts, preferably with a background in DevOps Engineering, SOC analysis, 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 Management Prowess: Demonstrable skills in managing multiple Accounts with a keen eye for detail
• Familiar with Cyber Security frameworks and their applications in the secure DevOps Lifecycle
• Curiosity to learn about the customer base and curiosity to continue learning
• Security Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Crowdstrike, qRadar, Exabeam)
• Cloud Services Knowledge: Hands-on experience with AWS, GCP, Azure, or other cloud services
• Query Language Proficiency: SQL or similar query language skills
• Security and Operations Background: Experience in monitoring and alerting in security, operations, or SecDevOps settings
• OSS skills in Otel and API scripting are a plus
• Sumo Logic experience is a big plus but not required