RRemoteville
New Relic logoNew Relic

Technical Success Manager

Skills
Business Case DevelopmentBusiness Case PreparationBusiness ReviewsCustomer SatisfactionCustomer SuccessNew RelicProduct Service
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • BS or equivalent in Computer Science or Computer Engineering
  • 4+ years in Principal Technical Support, Solutions Engineering, or Technical Account Management for a SaaS company
  • Certified or equivalent experience in Cloud technology (AWS, Azure, GCP)
  • Deep understanding of containerized applications (K8)
  • 2+ years with Java or another programming language (javascript, node.js, Python, Ruby, Go)
  • Supporting SaaS products focused on Observability (New Relic, Dynatrace, DataDog, Sumo)
  • Excellent English verbal and written communications
  • Excellent analytical and problem-solving skills
  • Client management skills, bias for action, accountability
  • Ability to perform hands-on technical work and lead projects and global teams

Nice to have

  • Software Application requirement gathering, design, and development
  • Continuous Deployment and Deliver tools (Chef, Puppet, Ansible)
  • Continuous integration tools (CI Server, VCS, Artifactory, Jenkins, Hudson, Maven, Chef, Docker, Gradle, NPM)
  • Desire to learn
  • Customer success and sales frameworks (medpic, meddipicc)
  • Proficient verbal and written skills in Portuguese or Spanish

Day to day

  • Act as technical champion for large commercial customers, driving adoption and value realization with the New Relic platform.
  • Collaborate with Account Executives to demonstrate technical benefits and ensure customers understand the platform's value and efficiency.
  • Lead the customer journey from onboarding to value realization, ensuring high levels of customer satisfaction.
  • Plan and proactively drive consumption and usage across customer accounts to improve customer experience.
  • Promote continuous learning and development through personalized training sessions and resources.
  • Design and execute Mutual Activity Plans, set and oversee project milestones, and address deviations promptly.
  • Build strong connections with technical stakeholders and advocate for them within New Relic.
  • Quantify and communicate the impact of New Relic's solutions, providing reports and dashboards.

Hiring process

  • Submit application
  • Complete employment eligibility verification
  • Criminal background check required