Your opportunityThe 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.
What you'll do- 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.
This role requires- 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.
Please note that visa sponsorship is not available for this position.
#LI-DNI
The pay range below represents a reasonable estimate of the on target earnings (salary plus target sales incentives) for the listed position. This role is eligible for a commission plan (as defined in the sales incentive plan document). Pay within this range varies by work location and may also depend on job-related factors such as an applicant's skills, qualifications, and experience.
New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, mental health benefits, a 401(k) plan and match, flex time-off, 11 paid holidays, volunteer time off, and other competitive benefits designed to improve the lives of our employees.
Estimated On-Target Earnings Range
$87,464-$108,864 USD
We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.
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