Senior AI Customer Engineer

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! 

LogicMonitor is disrupting the hybrid cloud monitoring market by changing the way businesses use disparate sources of data. We are already a leader in this space – and we started by solving the hardest, most complicated problem first. With roots in the IT Infrastructure Monitoring space, we have carved out excellent product-market fit in hybrid cloud monitoring. 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. As we enter this next phase of growth, we are in search of a Sr. Product Marketing Manager.

As a Senior AI Customer Success Engineer, your technical expertise and customer-focused approach play a pivotal role in ensuring the successful implementation and customer satisfaction of LM Edwin AI, our generative AI-based incident intelligence solution. Your primary responsibility is to collaborate with our product, engineering, customer success, and pre-sales teams to deliver an outcome-based approach to client engagements.

You work closely with Edwin AI customers, leveraging your deep technical knowledge of observability tools, ITSM, and CMDB systems, particularly ServiceNow. Your understanding of enterprise IT's operational workflows enables you to effectively align LM Edwin AI's capabilities with their specific business needs.

Here's a closer look at this key role:

Technical Hands-On Experience: Utilize your technical expertise to develop compelling use cases, with a deep understanding of our product capabilities, including Event Intelligence, Incident Intelligence, 3rd Party Integration Project Management: Manage Customer Edwin AI projects from inception to completion, including reporting, tracking, and KPI determination to ensure program success. Be the first line of defense for product and engineering teams for Edwin AI customers  Cross-Functional Collaboration: Gather requirements from diverse business units and translating them into actionable use cases. Build stakeholder relationships and manage quarterly business review with customer to ensure they are seeing value with Edwin AI and ensure successful renewal

What You'll Need:Bachelor's degree or equivalent in computer science, IT, or a related field. 5+ years of experience in IT solution engineering or customer service. 3+ years of experience in programming languages like Python, Java, and Javascript. In-depth knowledge of IT monitoring/observability tools and ServiceNow (ITSM, CMDB). Ability to present to and work with enterprise IT customers independently. Familiarity with AWS services and other cloud platforms (Azure, GCP).

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!