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
New Relic is currently recruiting for a Senior Technical Success Manager (Senior Technical Success Manager) as a core member supporting our growth. Candidates who engage in daily discussions with engineers in multiple engineering roles, such as SRE, software development engineers, and infrastructure engineers, or who frequently communicate technically with the CTOs and tech leads who oversee them, are very welcome. Many of our members are actively involved in service development and operations, and since this role is one where field experience is immediately useful, please don't worry if your external customer-facing experience is limited. Onboarding training is also in place.
The main responsibilities of a Technical Success Manager are to work together with New Relic's sales, Solutions Consultants, Technical Support Engineers, and marketing teams to support post-contract adoption and operational improvement, so that best-in-class New Relic solutions are used effectively for our customers' businesses. You will also analyze existing customers' usage and help build an environment where various employees can act in a data-driven way.
As a Technical Success Manager at our company, by providing technical support across various industries and systems, you can gain a deep understanding of a wide range of technologies, customers' business needs, and market trends. While helping customers grow after they sign their contracts and building trust with them, you can build an exciting career that embodies the essence of customer success, creating a virtuous cycle of customer success and improved business performance. Our company has a wealth of proven success and know-how cultivated through our past activities. We sincerely look forward to applications from people who are passionate about working closely with customers and pursuing goals together.
What you'll do
- Guide customers to success by ensuring their onboarding, adoption in their user environments, and continued use.
- Demonstrate technical leadership in all aspects of New Relic's products and services.
- Support customer training so they can resolve real-time performance issues using New Relic.
- Identify the risk of service cancellation by observing customer situations, and proactively work to eliminate that risk.
- Collaborate with other Technical Support Engineers, Solutions Consultants, Sales, and others to quickly resolve customer issues.
- Gather customer feedback and relay it internally so New Relic can provide better service.
- As a specialist in a particular business domain, lead team members on industry-specific challenges, and promote the pursuit and expansion of individual and team potential. Provide planned skill development and ensure everyone has the opportunity to do their best work.
This role requires
- Professional experience designing and developing applications (backend and/or frontend)
- Professional experience building systems using public cloud services such as AWS, Azure, or GCP
- Professional experience troubleshooting systems running in production, including overall trouble management from problem detection to permanent resolution
- Experience proposing to and negotiating with customers or stakeholders in other internal departments
- Preferably 7+ years of experience in IT professional services, SaaS vendors, or Customer Success
- Experience successfully supporting large, complex customers and increasing customer satisfaction • Understanding of web/mobile application development and architecture • Ability to adapt technical concepts and features to business needs • Interest in customers' business success and the ability to catch up quickly • Experience with cloud platforms such as AWS, Azure, or Cloud Foundry. Preferred.
- At least 3 years of experience leading people or teams to success and running highly responsive software support operations.
- Ability to clearly explain the importance of customer experience, bridge the gap between business needs and technical details, and involve others to achieve better results.
- Demonstrated communication, people management, and coaching skills.
- Data collection, analysis, and interpretation skills, plus a passion for identifying, defining, and solving problems.
Bonus points if you have
- Experience leading a project made up of multiple people
- Experience presenting externally, such as speaking at events or giving seminars
- Experience providing technical coaching or skill development for engineers, inside or outside the company
- Ability to read and write in English and communicate in English is a further plus
Please note that visa sponsorship is not available for this position.
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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