Provide frontline technical support for LogicMonitor users by managing incoming chat and ticket cases through resolution within SLAs. Troubleshoot SaaS IT infrastructure management issues across Linux, Windows, networks, containers, and cloud platforms. Educate customers, advocate for their needs, collaborate with product, development, and customer success teams on escalations, and contribute to product enhancements and bug resolution.

Own Salesforce administration and the Revenue Operations technology stack while improving processes, data quality, reporting, vendor management, user adoption, and AI-enabled automation. Build dashboards and analyze pipeline, forecasting, renewals, and revenue performance. Lead cross-functional RevOps projects, manage implementations and integrations, document requirements and processes, and partner with Sales, Marketing, Customer Success, Finance, IT, and Procurement to drive scalable revenue growth.

Leads strategy and operational excellence for Customer Experience functions, including Technical Support and Professional Services. Builds KPI frameworks, dashboards, forecasting models, governance, and operating rhythms; drives AI-enabled workflow transformation, process standardization, capacity planning, executive reporting, and cross-functional initiatives. Partners with senior leaders across Revenue Operations, Finance, Product, Sales, Engineering, and Customer Success to improve performance, scalability, customer outcomes, and decision-making.