Partner Program Manager

| Austin

About Us:

LogicMonitor is the leading SaaS based performance monitoring platform for enterprise IT.

We love going to work and think you should too. We hold our company culture near and dear – it represents an intermix between passion for leadership and passion for an active, healthy life centered around family and friends. LogicMonitor represents community, collaboration and camaraderie.

Located in the 500 West 2nd Street tower, our brand-new Austin office is best-in-class! Be inspired with panoramic downtown & Lady Bird Lake views, where snacks are plentiful and team outings are common. Our offices are sprinkled around the globe, too, with offices in Santa Barbara, Boston, New York City, London, Singapore, and Chengdu, China.

What You'll Do:

The Partner Program Manager is responsible for growing and maintaining a global network of qualified Service Partners for delivering quality Professional Services to LogicMonitor customers. The Partner Program Manager will own the process for selecting, vetting, qualifying, training, onboarding and quality assurance of Service Partners. This role will work with existing Service Partners to nurture relationships, cultivate expansion opportunities and provide a continuous feedback loop to Service Partner engineers and leadership. Most importantly, the Partner Program Manager will carry out the program across multiple, new Service Partner candidates in order to meet capacity metrics and scaling needs set by Customer Experience leadership. 

Here's a closer look at this key role:
  • Serve as primary contact for all Service Partner relationships.
  • Identify and vet opportunities for selecting and onboarding new Service Partners - PS capacity expansion needs, geographic/regional opportunities and skills specialization.
  • Complete ownership of the Service Partner onboarding and offboarding process, in coordination with Customer Success, Training, Sales and Internal Systems - MSA/NDA signatures, training, assessment, shadowing, tool access provisioning, etc.
  • Ownership of Service Partner best practices, standards, “do’s and don’ts” communications procedures and customer interaction playbooks.
  • Survey, assess, monitor and score Service Partner qualifications including technical skills, soft skills, project fit, etc.
  • Work with PS Project Managers to identify Service Partner project fit and delivery capacity.
  • Own all Service Partner-wide communication - announcements, updates, coordination of events, etc.
  • Regulate the ecosystem of tools, access and workflows for Service Partners - project management, IM, portal access, Wiki, etc.
  • Regularly build, update and disseminate vital information for Service Partners - playbooks, reference guides, etc.
  • Manage the Service Partner shadowing process with PS Solutions Engineers to ensure quality delivery, understanding of LogicMonitor best practices and common use cases.
  • Regularly gather, monitor and review Service Partner feedback and provide the feedback back to stakeholders.
  • Quickly address and resolve Service Partner performance and/or satisfaction issues.
  • Serve as primary escalation point for resolving and addressing Service Partner invoicing and billing issues.
  • Develop and optimize pathways for Service Partners to escalate to LogicMonitor teams: Professional Services, Technical Support and Customer Success.

What You'll Need:

  • Bachelor's Degree required
  • 3+ years vendor management, project management, program management or account management experience
  • Excellent communication skills, written and verbal
  • Strong presentation skills
  • People-oriented with an eagerness to engage in new partnership opportunities
  • Ability to recognize challenges, engage stakeholders, present concepts concisely, and propose solutions
  • Inquisitive and self-motivated
  • Desire to work in a fast-paced, start-up environment
  • Familiarity with IT infrastructure and applications a plus
  • Familiarity with IT monitoring a plus
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Technology we use

  • Engineering
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Located in the heart of downtown, our brand-new Austin office is best-in-class! Be inspired with panoramic downtown & Lady Bird Lake views.

An Insider's view of LogicMonitor

What’s the vibe like in the office?

Every morning is exciting because you're working with motivated, extremely intelligent and hardworking people. When everyone works in unison, it feels as though we're all a part of an extended family, thriving in each other's company and in turn, fostering LogicMonitor's success every day with our strive.

Farjad Syed

Solutions Engineer

What does your typical day look like?

Logicmonitor is an exciting opportunity for me.  The product is solid with an outstanding support system.  Very excited to be working with some very talented individuals throughout Logicmonitor.  Cool part is that with all this I'm still learning new things every day.

Eddie Gillis

Sales Engineer

How does the company support your career growth?

LogicMonitor encourages all team members to share ideas no matter your title. This has given me the opportunity to be involved in the development of strategic processes that improve both the customer experience and the company's bottom line. New projects and the all-star teams around me make everyday a learning experience contributing to my growth.

Sarah Robinson

Customer Success, Team Lead

What is your vision for the company?

LogicMonitor has emerged as an absolute leader in its space for the mid-market. Leading the company's efforts in the enterprise space, my vision for the company is to continue to excel in serving our largest and most strategic customers while scaling out our capability to provide the type of customer experience those customers expect.

Steve Kahn

Director of Enterprise Sales

What makes someone successful on your team?

Our team is made up of the smartest people I know, and it's been a joy watching the individuals around me grow with LogicMonitor. What you put into LogicMonitor is what you get out of it. Those that thrive here are go-getters, push themselves and others to reach their highest potential, and know that success comes from a team effort.

Yasmeen Farukh

Chief of Staff

What are LogicMonitor Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
We have unlimited PTO. As much as we love our work, we know it's important to get away too. We value output, not desk time so you can just take the time you need off.
Generous PTO
In addition to the perks above we have: One-week "Unplug" Bonus. We’re so serious about you being recharged that we go above and beyond your regular paid vacations.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement

Additional Perks + Benefits

Amazing Healthcare Coverage. Professional Development Reimbursement. Fully Stocked Kitchens. Free Gym & Yoga. Healthy Mind Encouragement. Awesome Team, Awesome Culture

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