Customer Escalations 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 were looking for passionate people to join our mission. If youre ready to help the worlds best companies optimize their digital applications we invite you to explore a career with us!

Your opportunity

As a Support Customer Escalations Manager at New Relic youll be a key member of the Global Technical Support team acting as a crucial link between customers field teams and internal engineering departments. This role is focused on managing the escalation process for top-priority customers ensuring a seamless and positive support experience. Youll use your expert problem-solving and collaboration skills to creatively and relentlessly solve customer issues championing customer feedback to improve our products and services. You will be instrumental in driving a successful customer experience and fostering strong long-term relationships.

What youll do

• Escalation Management: Act as the primary escalation point for high-priority customer issues. Youll take ownership providing guidance and strategy to technical support product management and executive leadership. Your role involves driving issue resolution providing clear communication to all audiences and working with development teams to prioritise customer bugs and support requests.

• Customer Advocacy: Champion customer feedback within the organisation to improve the overall customer experience. You will collaborate with account teams to identify specific technical needs and manage internal and external expectations regarding timelines and deliverables. This role requires you to assess and evaluate the criticality of situations and consistently report status to key stakeholders.

• Change and Account Management: Drive communication for product deprecations and service interruptions both internally and externally. Youll regularly meet with account representatives to proactively identify risks and assess relationship health. This also includes tracking and escalating product defects to engineering teams and contributing to documentation and training to educate other departments on best practices for support interaction.

This role requires

• Expertise in problem-solving decision-making and critical thinking.

• Expert communication and change management skills with the ability to lead in group settings and manage upwards.

• Experience with enterprise account management and a working knowledge of web-based technologies.

• Proven ability to take ownership of the entire lifecycle of an escalation and hold others accountable.

• Exceptional organisation and prioritisation skills to manage multiple tasks and maintain accurate records.

• Experience in a support-related or customer-facing technical role.

• An adaptable and persistent approach to overcoming challenges.

Bonus points if you have

• A strong desire to improve yourself and others around you.

• The ability to bring leadership and clarity during times of chaos.

• A collaborative spirit and a deep understanding of the value of knowledge sharing.

#LI-JJ2 #LI-Hybrid

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. Were 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 .

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 theSan Francisco Fair Chance Ordinance.

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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.

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Manager