LogMeIn: Technical Account Manager
320 Summer Street
Boston, MA 02210

Employee Testimonials

Office Tour Photos

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Overview

Exciting opportunity for an experienced technical product professional in a dynamic high tech public software company at corporate headquarters located in Boston, Massachusetts. The position reports to the Manager of VIP support and will be a key team member supporting our customers’ needs.  Technical Account Managers help customers get the most from our products with the goal of long-term customer retention. This is an excellent opportunity for a high energy, driven, and technically creative individual interested in adding value, learning, and growing with the organization. You will be responsible for overseeing and addressing our customers’ technical needs. Providing technical services before and after the point of sale, ensuring customer satisfaction is always maintained.

Responsibilities

  • Manage and enhance customer relationships and escalations (e.g. reactive and proactive) for strategic enterprise accounts
  • Provide direct customer support for VIP customers
  • Qualify customer requirements and effectively articulate internally to meet customer expectations
  • Manage customer engagements to meet acceptance criteria and issue escalation/resolution
  • Ability to investigate and troubleshoot our customer’s configuration with the following languages: HTML, CSS, JavaScript, JQuery
  • Supporting, troubleshooting and assisting customer implementations utilizing our APIs and SDKs
  • Responsible for meeting all internal/external Service Level Agreements
  • Investigate/analyze technical pre-sales challenges
  • Troubleshoot network environments to include working with various operating systems, firewalls, routers, custom product configurations, and API integrations
  • Coordinate with Development teams to ensure effective resolution of customer escalation, feature requests, and product related issues
  • Assess and respond to critical situations during and outside normal business hours
  • Document Support tickets for all customer interactions and inquiries
  • Field live Support calls and address customer and interdepartmental emails

Qualifications

  • 2-4 years of Level 2/Level 3 or Technical Team lead call center experience
  • Solid knowledge of HTML, CSS, JavaScript, JQuery, Node.js and API Integrations
  • Basic understanding of AI (Artificial Intelligence)
  • Solid understanding of mobile platforms, all OS platforms, and networking essentials
  • Knowledge of general software development processes with ability to communicate effectively with customers, partners and department colleagues (e.g., with Engineering)
  • Review open incidents, problems, and enhancement requests, communicating priority and direction to the responsible teams to ensure necessary visibility, priority, and outcomes
  • Must be willing to participate in 24/7 support, including weekends, holidays, and outside normal business hours (compensation for on-call rotation)
Full-time

Employee Testimonials

Claire Bergen
Senior Associate Counsel

LogMeIn provides a unique corporate culture that fosters a friendly and personal atmosphere while presenting its employees with a professionally challenging and intellectually stimulating day-to-day experience. Over the past four years, working here has given me so many opportunities to collaborate with creative, energetic and interesting people in the legal and tech communities; it’s been a greatly fulfilling period in my career.

Karla Lemos
Senior User Services Representative

What I love most about LogMeIn is that they take the time to develop my skills and knowledge to advance my career within the company. LogMeIn truly values people on a personal level, creating an environment where you don't want to leave.

Mike Kirk
Account Executive

I love working at LogMeIn because of the work-life flexibility, as well as the accessibility to resources to foster career growth