Customer Success Manager

New Relic   •  

San Francisco, CA

Industry: Technology

  •  

8 - 10 years

Posted 178 days ago

This job is no longer available.

Responsibilities:

  • Building out Customer Success Plans that align technical concepts & features to business needs
  • Monitoring and driving account health and adoption with customers for overall success
  • Directing all services resources and projects, aligned to the Customer Success Plan, to ensure customers realize the full value of New Relic
  • Impart technical leadership & direction on all aspects of New Relic’s products & services
  • Assist in training customers on using New Relic to troubleshoot real-time performance issues
  • Track accounts to identify churn risk and work proactively to eliminate that risk
  • Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc.
  • Function as the voice of the customer and provide internal feedback on how New Relic can better serve our customers
  • Gain and maintain knowledge of the languages & technologies supported by New Relic

Experience:

  • 7+ years relevant work experience preferably with a professional IT services company or SaaS software provider
  • Familiarity with Cloud environments and integrations
  • Familiarity with DevOps Methodology
  • Strong written and verbal communication skills  to be able to interface with practitioners and stakeholders
  • Experience successfully managing large, complex, global customer engagements to completion and customer satisfaction
  • Proficient understanding of Web/Mobile app development & architecture
  • Experience with at least one of the following programming languages (Java, .Net, Ruby, nodeJS, Objective-C, Java-Dalvik)
  • Strong ability to align technical concepts & features to business needs
  • Ability to learn and adapt quickly in a high-growth, dynamic environment
  • Bachelor’s Degree or equivalent experience