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Manager, Technical Account Management

4 months ago

Atlanta, United States New Relic Full time
Your opportunity

As part of our global Customer Adoption organization, the team is tasked with ensuring that customers in the Growth segment have a wildly successful relationship with us. By engaging with our customers on a technical level throughout their Observability lifecycle, our team drives greater product adoption and increased value for our customers as they scale their technology ambitions

We are seeking a driven leader who will lead and evolve our team in the US. This team is vital for New Relic to achieve our hyperscale goals. You will develop a team of Technical Success Managers and Solution Consultants while working closely with other customer-facing teams to combine strategy and execution to ensure our customers achieve the maximum value from New Relic.

In this role you will lead the technical team who provides a catalog of services to our fastest growing segment of customers in the Emerging space.

This means that all activities have to be at scale, with the goal to graduate this segment of customers to our sales led segments, with a focus on technical implementation, product adoption, value realization and landing net new logos. You and your team will work with customers across a wide spectrum of verticals and industries, to deliver an exceptional experience, realize the immediate value of New Relic products, and expedite the time to value by connecting their success to their business goals. Our goal is to build lifelong advocates for New Relic

What you'll do

  • Lead the development and growth of the AMER team supporting New Relic's Emerging customer base.
  • Manage your team to deliver a rapidly growing catalog of services that enhance the time to value for customers, focusing on acquisition, onboarding, product adoption and value realization.
  • Partnering very closely with our Growth sales teams to engage with leaders at prospective customers and existing customers.
  • Act as a point of escalation to ensure any account issues are resolved quickly, using resources from across Sales, Technical Support, Engineering, etc.
  • Contribute thought leadership both internally and externally, around business transformation.
  • Maintain & gain knowledge of the languages & technologies supported by New Relic.
This role requires
  • 2-3 years experience developing and leading a team of technical success managers and solution consultants.
  • Experience working greenfield lands at scale
  • Technical and SaaS experience and an ability to speak to technical customers in their language
  • Effective and productive collaborator to drive cross-functional initiatives
  • Empathy, humility and listening skills
  • Relevant work experience preferably with a SaaS software provider
  • Ability to learn and adapt quickly in a high-growth, dynamic environment
  • Bachelor's Degree or equivalent