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!

Your opportunity

The Associate Technical Success Manager will be responsible for the technical relationship with our largest enterprise customers,

acting as their technical champion with accountability to drive customer adoption and value realization with our platform. You

will be explicitly driving consumption through the usage of our platform. This role involves close collaboration with Account

Executives to articulate and demonstrate the technical benefits of New Relic’s solutions, ensuring customers understand the value

and efficiency our platform brings to their operations. As a TSM, you will lead the customer journey, taking the customer from

onboarding adoption to value realization and beyond, ensuring a high level of customer satisfaction.

What you'll do

Guiding Customer to Initial Committed Consumption: Work alongside customers during the onboarding process, understanding their

needs and guiding them through onboarding best practices. Monitor adoption and address any hurdles to ensure prompt achievement

of committed usage levels. Through value-based activities, TSMs will plan and proactively drive consumption and usage across

our customer accounts. Their actions will improve customer experience with the New Relic platform, increasing adoption and

consumption.

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. Promote a culture of continuous

learning and development.

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.

This role requires

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. Capacity to assist in reviewing business requirements and contribute to

internal sessions to help outline project timelines and action plans.

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.

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable

bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and

abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and

perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our

mission and values, not just candidates who check off all the boxes.

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to

resume@newrelic.com.

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model

allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

Our hiring process

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete

employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background

check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with

applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not

accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a

signed agreement with New Relic.

New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing

requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in

any global location. If relevant, we will provide more information later in the application process.

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.

Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy

Roll

Associate Technical Success Manager

Kategori

Data/IT

Plats

Dublin

Publicerad

13 juli

Sista ansökningsdag

16 augusti

Liknande jobb

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MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. MongoDB is an equal opportunities employer. Req ID: 2273486439

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To request an accommodation due to a disability, please inform your recruiter. MongoDB is an equal opportunities employer. Req ID: 2273452168

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