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About the Role

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 Relic’s 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.

Responsibilities

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.

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.
Visa sponsorship is not available for this position.
Criminal background check is required.
Compliance with U.S. export controls and licensing requirements may be necessary for certain roles.

Skills

Technical relationship management
Customer adoption and value realization
Platform consumption driving
Technical benefits articulation and demonstration
Customer journey leadership
Onboarding and adoption best practices
Training session leadership
Resource creation (documentation, videos, articles)
Mutual Activity Plan design and execution
Agent installation
UI instrumentation
Platform configuration
Project milestone management
Data analytics
Churn risk mitigation
Stakeholder engagement
Sales collaboration
Enablement engagement
Field instrumentation
Digital track support
Reporting and dashboard creation
Value metric showcasing

Location

Remote

Work Type

100% telecommuting permitted
Fully remote
Hybrid
Fully office-based

Experience Level

2 years of experience

Education Level

Bachelor's degree in Computer Science, Information Systems, or related field

Salary/Compensations

$87,464—$108,864 USD

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

About the Company

A global team of innovators and pioneers dedicated to shaping the future of observability.
Build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems.
Continue to expand our global footprint.
Empowering all Relics to achieve professional and business success through a flexible workforce model.
Develop and distribute encryption software and technology that complies with U.S. export controls and licensing requirements.

Equal Opportunity

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.
We’re 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 resume@newrelic.com.
In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification.
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, the San 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.
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.
Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy