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 Technical Success Manager as a core member supporting the company's growth. People who work daily with multiple engineering roles, such as SREs, software development engineers, and infrastructure engineers, or who often communicate technically with CTOs and tech leads, are very welcome. Many members actually develop and operate services, so field experience is immediately useful in this role. Even if your experience with external customer interaction is limited, please don't worry. Onboarding training is also available.
The main duties of the Technical Success Manager are to work with New Relic's sales, Solutions Consultants, Technical Support Engineers, and marketing teams to support post-contract adoption and business process improvement, so that customers can effectively use New Relic's best-in-class solutions for their business. We also analyze existing customers' usage and maintain an environment where employees can act in a data-driven way.
As a Technical Success Manager at our company, providing technical support across various industries and systems allows you to understand a wide range of technologies, customers' business needs, and market trends. While helping customers grow after contract signing and building trust with them, you can build an exciting career that embodies the essence of customer success: a virtuous cycle of customer success and improved business results. Our company has a wealth of success track records and know-how built through 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 service cancellation risks based on customer situations and proactively work to eliminate those risks.
- Work with other Technical Support Engineers, Solution Consultants, Sales, and others to quickly resolve customer issues.
- Gather customer feedback and relay it internally so New Relic can provide better services.
- As a specialist in a specific business domain, lead team members on industry-specific challenges, promoting 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 ability to catch up quickly • Experience with cloud platforms such as AWS, Azure, or Cloud Foundry is a plus
- 3+ years of experience successfully leading people or teams and operating responsive software support.
- 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 involving multiple people
- Experience presenting externally, such as speaking at events or giving seminars
- Experience providing technical coaching and skill development to engineers inside or outside the company
- Ability to read and write English, or to 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 [email protected].
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