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Technical Success Manager

2 months ago

Atlanta, Georgia, United States New Relic Full time
About the Role

We are seeking a highly skilled Technical Success Manager to join our team at New Relic. As a Technical Success Manager, you will be responsible for driving customer adoption and value realization with our platform.

Key Responsibilities
  • Customer Onboarding and Adoption: Work closely with customers during the onboarding process to understand their needs and guide them through best practices. Monitor adoption and address any hurdles to ensure prompt achievement of committed usage levels.
  • User Success and Enablement: Lead personalized training sessions and create resources to empower users to fully leverage New Relic solutions. Promote a culture of continuous learning and development.
  • Mutual Activity Plan Management: Design and execute Mutual Activity Plans tied to value/outcomes. Set and oversee clear project milestones, adjust plans as necessary, celebrate customer achievements, and address deviations in a timely manner.
  • 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.
  • Committed Consumption Levels: Engage proactively with customers to mitigate churn risks, demonstrating ongoing value and addressing concerns promptly.
  • Technical Relationships: Build strong connections with technical stakeholders, understand their challenges and goals, and advocate for them within New Relic.
  • Ongoing User Training: Keep users informed about new features and enhancements and provide refresher training to ensure continued proficiency and satisfaction.
  • Business Case Development: Work with sales to identify and develop expansion opportunities, using success stories and ROI evidence to support business cases.
  • Value Measurement and Communication: Work closely with technical decision-makers to quantify the impact of New Relic's solutions on their business. Provide regular reports and dashboards showcasing value metrics.
Requirements
  • BS or equivalent in Computer Science or Computer Engineering plus 12+ years of experience as Principal Technical Support, Solutions Engineering, or Technical Account Management for a SaaS enterprise software company.
  • Certified or equivalent experience in Cloud technology (AWS, Azure, or Google Cloud Platform).
  • Deep understanding working with containerized applications (K8).
  • 6+ years of experience with Java or another programming language (javascript, node.js, Python, Ruby, Go).
  • Experience with supporting SaaS products focused on Observability (New Relic, Dynatrace, DataDog, Sumo).
  • Excellent English verbal and written communications.
  • Experienced with orientation and excellent interpersonal skills.
  • Excellent analytical and problem-solving skills.
  • Mastery at mapping technical solutions to meet customer business needs.
  • Proven ability to cultivate relationships and become a trusted advisor.
  • Excellent client management skills, bias for action, taking accountability, a validated ability to perform hands-on technical work, and ability to lead projects and global teams.
Bonus Points
  • Experience with Software Application requirement gathering, design, and product development.
  • Experience with Continuous Deployment and Deliver tools; Chef, Puppet, Ansible.
  • Experience with Continuous integration tools: CI Server, VCS, Artifactory, Jenkins, And, Hudson, Maven, Chef, Docker, Gradle, NPM.
  • An uncompromising desire to learn.
  • Experience with customer success and sales frameworks (medpic, meddipicc).