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Form of workAbout Us:
LogicMonitor is the leading fully automated, cloud-based infrastructure monitoring and observability platform for enterprise IT and managed service providers.
We love going to work and think you should too. We are customer obsessed, work as one agile team, and strive to be better every day while building trust. These are our core values. 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 Austin, TX. Our Austin team is based downtown in the San Jacinto Center, overlooking the scenic Lady Bird Lake. We call our offices Centers of Energy, because they're where we accelerate work, spark creativity, and ignite our culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.
LogicMonitor is an equal opportunity employer. We deeply care about our employees' well-being, creating an environment where everyone feels valued and respected. We celebrate the diversity of our team and are committed to fostering a culture of inclusivity. When you join LogicMonitor, you're not just an employee to us, but a valued member of our community. 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! As we enter this next phase of growth, we are in search of a Data Analyst, CX Strategy & Operations.
You will be an integral part of the Customer Experience organization, contributing to the analysis of our business's health through data and operational excellence. Your role is crucial in the team's proactive efforts to identify, develop, and drive long-term strategies and initiatives aimed at ensuring retention, growth, and a superior experience for our Customers. Your success in this position relies on your relentless curiosity and your passion for creating innovative analyses to uncover opportunities. Additionally, you excel at extracting insights from data, transforming ideas into action, and feel at ease interacting with senior management regularly.
Here's a closer look at this key role:
- Take high level business goals and define metrics and scalable reports/dashboards that track progress, influence organizational behavior, drive forward-looking strategy, and identify areas of improvement
- Work cross-functionally with the Global CX organization, Finance, Product, HR, IT, and other key business units to ensure alignment of data standards and methodology to ensure consistency and accuracy
- Communicate performance results, trends, and data-driven recommendations to a range of global stakeholders. Assist in developing and delivering presentations for senior executives
- Build models and business cases to evaluate Customer adoption/maturity, test a hypothesis, and/or simulate a scenario to aide strategic decision making
- Plan and help drive core CX processes including renewal forecasting, project backlog, performance metrics, compensation, resource utilization, coverage models, and territory assignments
- Monitor data quality, identify trends, and improvement opportunities in Salesforce, Gainsight, JIRA, and other key systems/tools
- Assist in troubleshooting operational issues; propose changes to systems/ processes to fix root causes
- 2+ years work experience focused on quantitative data analysis and logical reasoning; ability to determine trends and propose solutions
- Exceptional problem solving skills; demonstrated ability to structure complex problems and develop solutions
- Data sourcing, extraction, and transformation using tools/technologies similar to SQL, Excel, Salesforce, Looker, Gainsight, Snowflake
- Strong attention to detail with effective organizational, multi-tasking, and time management skills
- Self-starter and high degree of motivation to go above and beyond the task at hand
- Ability to succeed in a collaborative, start-up paced environment with changing requirements and priorities
- Ability to work with and protect confidential information required
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: 03/18/2024
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