[Remote] Technical Account Engineer I (Technical Account Manager, Technical Customer Success Manager) - central USA

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.ResponsibilitiesAssist 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 teamFacilitate training on advanced features and practices, aligning with the customer's specific usage of Sumo LogicWork 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 progressIdentify financial and adoption risks within an account and pull the team together to create a thorough plan to turn risky situations into an advocacy scenarioCollaborate with the account team to formulate and implement strategies that balance customer needs with Sumo Logic’s business growthVigilantly monitor customer KPIs, proactively address deployment issues, and drive product roadmap suggestions from customer feedbackParticipate in Quarterly Business Reviews and monthly health check calls, maintaining a proactive, strategic presence in the account teamMonitor and report on the overall well-being of customers, tracking essential health and usage indicators to reduce or eliminate churn riskAbility to look at data and infer usage patternsSkillsAdvanced Technical Expertise: Hands-on keyboard experience and consultative skillsStrategic Adoption Drive: Facilitate training on advanced features and practices, aligning with the customer's specific usage of Sumo LogicCustomized 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 progressRisk 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 scenarioGrowth Strategy Development: Collaborate with the account team to formulate and implement strategies that balance customer needs with Sumo Logic's business growthProactive Monitoring and Support: Vigilantly monitor customer KPIs, proactively address deployment issues, and drive product roadmap suggestions from customer feedbackExecutive Engagement: Participate in Quarterly Business Reviews and monthly health check calls, maintaining a proactive, strategic presence in the account teamMonitor and report on the overall well-being of customers, tracking essential health and usage indicators to reduce or eliminate churn riskData Analysis: Ability to look at data and infer usage patternsExtensive 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 positionsCustomer-Centric Approach: Passionate about customer satisfaction and problem-solvingRelationship Management: Demonstrated ability in managing relationships across various levels, from technical practitioners to executivesCommunication Excellence: Professional and clear communication skills, adept in both executive meetings and technical workshopsAmbiguity Navigation: Ability to work with uncertainty and proactively seek necessary supportAccount Management Prowess: Demonstrable skills in managing multiple Accounts with a keen eye for detailFamiliar with Cyber Security frameworks and their applications in the secure DevOps LifecycleCuriosity to learn about the customer base and curiosity to continue learningSecurity 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 servicesQuery Language Proficiency: SQL or similar query language skillsSecurity and Operations Background: Experience in monitoring and alerting in security, operations, or SecDevOps settingsOSS skills in Otel and API scripting are a plusSumo Logic experience is a big plus but not requiredBenefitsCertain roles are eligible to participate in our bonus or commission plansBenefits offeringsEquity awardsCompany OverviewSumo 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.