Associate Technical Success Manager

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.