Customer Success Manager - Technical Onboarding

Less than 5 years experience  •  Business Services

Salary depends on experience
Posted on 11/23/17
San Francisco, CA
Less than 5 years experience
Business Services
Salary depends on experience
Posted on 11/23/17

Responsibilities Include:

  • Troubleshooting, providing data points that show value, and reducing time-to-resolution at the User level.
  • Solid understanding of APM space, client management and basic understanding of technologies.
  • Ability to develop a scope of New Relic's products and build relationships at the User level as a secondary point of contact.
  • Ability to pull key metrics together to perform QBR's.
  • Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
  • Exercises judgment within defined procedures and practices to determine appropriate action.
  • Builds productive internal/external working relationships.
  • Receives mentorship and detailed general instructions for routine work; is assigned new projects & assignments.


Activities Include:

  • Working with assigned accounts to help to deploy the New Relic platform.
  • The CSM will create deployment, adoption and success plans for their assigned customers.
  • Conducting Kick Off and QBR Customer Presentation as well as Best Practices sessions.
  • Mitigating any risks and working with our support teams on timely resolutions.
  • Identify areas of opportunity to improve the process and work with the team to implement
  • Working with tools such as Saleforce.com for documentation and Periscope for analytics.
  • Ability to analyze data and communicate important KPI’s to the customer.


Requirements:

  • Technical background in a discipline close to APM and has implemented technical products.
  • Customer Success, Implementation Consultanting, Technical Account Manager, or APM Consulting experience in their past a plus.
  • Self-starter and an impeccable team player.
  • Strong ability to align technical concepts & features to business needs.
  • Ability to learn and adapt quickly to a high-growth, dynamic environment.
  • Bachelor’s degree and a minimum of 2 years of related experience.
  • Strong communication and presentation skills, consultative skills and ability to work with cross-functional teams.


Preferred Requirements:

  • Experience onboarding and implementation of APM Technical SAAS solutions
  • Analytical skills and comfortable working with Periscope, Salesforce.com etc.
  • Experience demonstrating technical products to Development and IT personas.
  • Spanish Speaking or French Speaking Bilingual
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