Lead Technical Success Strategist

2 weeks ago

Atlanta, Georgia, United States New Relic Full time
Your Role
The Technical Success Strategist (TSS) will oversee the technical engagement with our premier enterprise clients, serving as their technical advocate with the responsibility to enhance customer utilization and value extraction from our platform. You will actively promote consumption through the effective use of our solutions. This position requires close collaboration with Account Executives to clearly communicate and showcase the technical advantages of New Relic's offerings, ensuring clients recognize the value and efficiency our platform contributes to their operations. As a TSS, you will guide the customer journey, facilitating their transition from onboarding to value realization and beyond, while ensuring a high degree of customer satisfaction.

Key Responsibilities
  • Facilitating Initial Committed Usage: Collaborate with clients during the onboarding phase, understanding their requirements and guiding them through best practices. Monitor adoption and resolve any obstacles to ensure timely achievement of committed usage levels. Through value-driven initiatives, TSSs will strategize and proactively encourage consumption and usage across customer accounts, enhancing their experience with the New Relic platform.
  • Driving User Success through Training and Resources: Conduct tailored training sessions and develop materials such as documentation, videos, and articles to empower users to maximize their use of New Relic solutions. Foster a culture of ongoing learning and development.
  • Overseeing Mutual Activity Plan Milestones: Create and implement Mutual Activity Plans aligned with Value/Outcomes. Establish and monitor clear project milestones, adjust plans as needed, celebrate client successes, and address any deviations promptly.
  • Contributing to Customer Business Reviews: Leverage insights from client interactions and data analytics to provide valuable input for business reviews, identifying successes, challenges, and growth opportunities.
  • Ensuring Committed Usage Levels: Engage proactively with clients to reduce churn risks, demonstrating continuous value and addressing concerns swiftly.
  • Building Technical Relationships: Establish strong connections with technical stakeholders, comprehend their challenges and objectives, and advocate for their needs within New Relic.
  • Providing Ongoing User Training: Keep users updated on new features and enhancements, offering refresher training to ensure sustained proficiency and satisfaction.
  • Assisting in Business Case Development for New Opportunities: Collaborate with sales to identify and cultivate expansion opportunities, utilizing success stories and ROI evidence to support business cases.
  • Measuring and Communicating Value to Technical Stakeholders: Work closely with technical decision-makers to quantify the impact of New Relic's solutions on their business. Provide regular reports and dashboards that highlight value metrics.
Qualifications
  • Bachelor's degree or equivalent in Computer Science or Computer Engineering with 12+ years of experience in Principal Technical Support, Solutions Engineering, or Technical Account Management for a SaaS enterprise software company.
  • Certification or equivalent experience in Cloud technologies (AWS, Azure, or Google Cloud Platform).
  • In-depth knowledge of containerized applications (K8).
  • 6+ years of experience with Java or another programming language (JavaScript, Python, Ruby, Go).
  • Experience with SaaS products focused on Observability (New Relic, Dynatrace, DataDog, Sumo).
  • Exceptional verbal and written communication skills in English.
  • Strong orientation and interpersonal skills.
  • Excellent analytical and problem-solving abilities.
  • Expertise in aligning technical solutions with customer business needs.
  • Proven track record of building relationships and becoming a trusted advisor.
  • Outstanding client management skills, a proactive approach, accountability, hands-on technical capability, and the ability to lead projects and global teams.
Preferred Qualifications
  • Experience in Software Application requirement gathering, design, and product development.
  • Familiarity with Continuous Deployment and Delivery tools; Chef, Puppet, Ansible.
  • Experience with Continuous Integration tools: CI Server, VCS, Artifactory, Jenkins, Hudson, Maven, Chef, Docker, Gradle, NPM.
  • A strong desire to learn and grow.
  • Experience with customer success and sales frameworks (medpic, meddipicc).

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