Associate Technical Success Manager

Responsibilities

Guiding Customer to Initial Committed Consumption: Work alongside customers during the onboarding process, understanding their needs and guiding them through onboarding best practices.

Owning User Success through Training and Enablement: Lead personalized training sessions and create resources like documentation, videos, and articles to empower users to fully leverage New Relic solutions.

Managing Mutual Activity Plan Milestones: Designs and executes Mutual Activity Plans tied to Value/Outcomes. Set and oversee clear project milestones, adjust plans as necessary, celebrate customer achievements and moments of value, and address deviations in a timely manner.

Providing Customer Business Review Inputs: Utilize insights from customer interactions and data analytics to contribute valuable information for business reviews and identify successes, challenges, and growth opportunities.

Maintaining Committed Consumption Levels: Engage proactively with customers to mitigate churn risks, demonstrating ongoing value and addressing concerns promptly.

Owning Technical Relationships: Build strong connections with technical stakeholders, understand their challenges and goals, and advocate for them within New Relic.

Facilitating Ongoing User Training: Keep users informed about new features and enhancements and provide refresher training to ensure continued proficiency and satisfaction.

Supporting Business Case Development for New Opportunities: Work with sales to identify and develop expansion opportunities, using success stories and ROI evidence to support business cases.

Supporting Measuring and Communicating Value to Technical Stakeholders: Work closely with technical decision-makers. Quantify the impact of New Relic's solutions on their business. Provide regular reports and dashboards showcasing value metrics.

Qualifications

Technical Proficiency: Foundational knowledge of Kubernetes, familiarity with Cloud environments (AWS, Azure, or Google Cloud Platform), and/or Observability Platforms. Additionally, a clear understanding or hands on experience (academic, personal projects, or initial professional experience) with a programming language such as Java, PHP, .NET, Ruby, Node.js, Python, or SQL scripting is required.

Customer Facing Aptitude: Initial experience or strong interest in technical customer facing roles, such as Technical Support, Junior Solutions Engineering, or Technical Account Management, preferably within the SaaS or technology sector. Ability to understand customer needs and assist in providing technical solutions.

Effective Communication Skills: Ability to communicate technical concepts clearly to diverse audiences, including non technical stakeholders, through verbal and written channels.

Relationship Building: Ability to develop and maintain positive relationships with technical stakeholders, working to understand their challenges and goals while learning to advocate for them internally.

Solution Oriented Mindset: A proactive, problem solving approach to customer challenges, with a strong commitment to learning and ensuring customer satisfaction.

Collaborative Team Player: Ability to collaborate effectively within a team environment and work alongside sales, product development, and support teams to contribute to customer success.

Please note that visa sponsorship is not available for this position.

EEO Statement

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.