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 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

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 Relics 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 youll do

• 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.
• Lead personalized training sessions and create resources like documentation videos and articles to empower users to fully leverage New Relic solutions; design and execute Mutual Activity Plans tied to Value/Outcomes; assist in the creation of materials installing agents basic instrumentation in the UI and overall best practice configurations in the New Relic Platform.
• Set and oversee clear project milestones adjust plans as necessary celebrate customer achievements and moments of value and address deviations in a timely manner; utilize insights from customer interactions and data analytics to contribute valuable information for business reviews and identify successes challenges and growth opportunities.
• Engage proactively with customers to mitigate churn risks demonstrating ongoing value and addressing concerns promptly; build strong connections with technical stakeholders understand their challenges and goals and advocate for them within New Relic; work collaboratively with SC or AE heading up or supporting enablement engagements field instrumentation or digital tracks.
• Exercise judgment within defined procedures and practices to determine appropriate action; build productive internal/external working relationships; keep users informed about new features and enhancements and provide refresher training to ensure continued proficiency and satisfaction; work with sales to identify and develop expansion opportunities using success stories and ROI evidence to support business cases; work closely with technical decision-makers; quantify the impact of New Relics solutions on their business; provide regular reports and dashboards showcasing value metrics; lead and guide the work of technical staff and serve as point of contact for the clients; 100% telecommuting permitted.

This role requires

• Employer will accept a Bachelors degree in Computer Science Information Systems or related field
• 2 years of experience in the job offered or in a computer science-related occupation.

Please note that visa sponsorship is not available for this position.

#LI-DNI

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.

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.

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Manager