Note: The job is a remote job and is open to candidates in 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
Skills
- 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
Benefits
- Certain roles are eligible to participate in our bonus or commission plans
- Benefits offerings
- Equity awards
Company Overview
Sumo Logic is a provider of cloud-based machine data analytics that enables reliable and secure cloud-native applications. It was founded in 2010, and is headquartered in Redwood City, California, USA, with a workforce of 501-1000 employees. Its website is http://www.sumologic.com.