Technical Account Engineer I (Technical Account Manager, Technical Customer Success Manager) - central USA

Sumo Logic, Inc. empowers modern digital business through its SaaS analytics platform. They are seeking a Technical Account Engineer to serve as a trusted customer advisor, helping clients maximize the value of Sumo Logic's solutions while driving customer ROI and navigating the complexities of the platform.

Responsibilities:

• Assist customers 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
• Facilitate training on advanced features and practices, aligning with the customer's specific usage of Sumo Logic
• 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
• 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
• Collaborate with the account team to formulate and implement strategies that balance customer needs with Sumo Logic’s business growth
• Vigilantly monitor customer KPIs, proactively address deployment issues, and drive product roadmap suggestions from customer feedback
• 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
• 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