[Hiring] Technical Success Manager I @New Relic

Role Description

The Technical Success Manager (TSM) 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.
  • Plan and proactively drive consumption and usage across customer accounts through value-based activities.
• Owning User Success through Training and Enablement:
  • Lead personalized training sessions and create resources like documentation, videos, and articles to empower users.
  • 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, and celebrate customer achievements.
• Providing Customer Business Review Inputs:
  • Utilize insights from customer interactions and data analytics for business reviews.
  • Identify successes, challenges, and growth opportunities.
• Maintaining Committed Consumption Levels:
  • Engage proactively with customers to mitigate churn risks.
  • Demonstrate ongoing value and address 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.
  • 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.
  • Use success stories and ROI evidence to support business cases.
• Supporting Measuring and Communicating Value to Technical Stakeholders:
  • Work closely with technical decision-makers to quantify the impact of New Relic's solutions.
  • Provide regular reports and dashboards showcasing value metrics.

Requirements

• Strong technical expertise in Kubernetes, knowledge of Cloud (AWS, Azure, or Google Cloud Platform Certified), and/or Observability Platforms.
• Solid understanding or hands-on experience with a programming language such as Java, PHP, .NET, Ruby, Node.js, Python, or SQL scripting.
• Proven success in customer-facing technical roles (Pre-Sales/Post-Sales), especially in the SaaS or technology sector.
• Highly skilled in communicating complex technical concepts to diverse audiences, including non-technical stakeholders.
• Skilled at building and maintaining strong relationships with technical stakeholders.
• Proactive, solution-focused approach to customer challenges.
• Ability to collaborate effectively across teams, including sales, product development, and support teams.

Company Description

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.