Technical Success Manager

🕒 3 days ago

🏄 California – Remote

🏄 California – Remote

💵 $87.5k - $108.9k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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New Relic

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

🏢 Enterprise

☁️ SaaS

🔒 Cybersecurity

Enterprise • SaaS • Cybersecurity

New Relic is a comprehensive monitoring and observability platform designed to help organizations understand and optimize the performance of their applications and infrastructure. It provides a range of tools for application performance monitoring (APM), infrastructure monitoring, and data insights, enabling users to track performance metrics, detect anomalies, and enhance user experience across various technology stacks. With features like AI monitoring, mobile app monitoring, and vulnerability management, New Relic empowers businesses to improve operational efficiency and maintain system robustness.

📋 Description

• 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 Relic's 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.

🎯 Requirements

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

🏖️ Benefits

• healthcare • dental • vision • parental leave and planning • mental health benefits • 401(k) plan and match • flex time-off • 11 paid holidays • volunteer time off • other competitive benefits designed to improve the lives of our employees