Technical Success Manager

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

Responsibilities

Drive customer onboarding, adoption in user environments, and continued use to ensure customer success; Provide technical leadership across all aspects of New Relic products and services; Support customer training so they can solve real-time performance issues using New Relic; Identify service cancellation risks based on customer situations and proactively act to eliminate them; Work with Technical Support Engineers, Solution Consultants, Sales, and others to quickly resolve customer issues; Gather customer feedback and relay it internally to improve service; Act as a domain specialist leading team members on industry-specific challenges, promoting individual and team growth and providing planned capability development

Requirements

Experience designing and developing applications for business use (backend and/or frontend); Experience building systems using public cloud services such as AWS, Azure, or GCP; Experience troubleshooting production systems and managing the full incident lifecycle from detection to permanent fix; Experience proposing to and negotiating with customers or internal stakeholders; 7+ years in IT professional services, SaaS vendors, or Customer Success is preferred; Experience leading large, complex customer engagements and increasing customer satisfaction is preferred; Understanding of web/mobile application development and architecture is preferred; Ability to adapt technical concepts to business needs is preferred; Interest in customer business success and quick learning is preferred; Experience with cloud platforms such as AWS, Azure, or Cloud Foundry is preferred; 3+ years of leading people or teams and running responsive software support operations; Ability to clearly explain the importance of customer experience and bridge business needs and technical details; Demonstrated communication, people management, and coaching skills; Data collection, analysis, and interpretation skills, plus passion for identifying, defining, and solving problems

Nice to have

Experience leading multi-person projects; Experience presenting externally at events or seminars; Experience providing technical coaching or capability development for engineers inside or outside the company; English reading, writing, and communication skills