Technical Success Manager I

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

What you'll do

• Guiding Customer to Initial Committed Consumption: Work alongside customers during the onboarding process, understand their needs and guide them through onboarding best practices. Monitor adoption and address any hurdles to ensure prompt achievement of committed usage levels. Through value based activities, plan and proactively drive consumption and usage across our customer accounts, improving the customer experience and increasing adoption and consumption.
• Owning User Success through Training and Enablement: Lead personalized training sessions and create resources such as documentation, videos, and articles to empower users to fully leverage New Relic solutions. Promote a culture of continuous learning and development.
• Managing Mutual Activity Plan Milestones: Design and execute 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 Expertise: Strong technical background in Kubernetes and experience with Cloud (AWS, Azure, or Google Cloud Platform) or Observability Platforms. Hands on experience with a programming language such as Java, PHP, .NET, Ruby, Node.js, Python, or SQL scripting is essential.
• Experience in a Customer facing Technical Role (Pre Sales/Post Sales): Proven success in roles like Principal Technical Support, Solutions Engineering, or Technical Account Management, especially in the SaaS or technology sector. Deep understanding of customer needs and ability to provide customized technical solutions.
• Strong Communication Skills: Excellent at communicating complex technical concepts to diverse audiences, including non technical stakeholders, through verbal and written channels. Proficient in analyzing business requirements and customer interactions to anticipate client needs and translate them into actionable project plans and timelines.
• Relationship Building: Skilled at building and maintaining strong relationships with technical stakeholders, understanding their challenges and goals, and effectively advocating for them within the organization.
• Solution Oriented: A proactive, solution focused approach to customer challenges with a commitment to achieving customer success and satisfaction.
• Collaborative Team Player: Ability to collaborate effectively across teams, including sales, product development, and support, to drive customer success and identify new opportunities.

Visa sponsorship is not available for this position.

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 any other legally protected characteristic.