Senior Technical Account Manager-Enterprise
Req ID: FY25|S&M|#6659
Location(s): Atlanta, Georgia, USA; Boston, Massachusetts, USA; Chicago, Illinois, USA; New York City, New York, USA;
Work arrangement(s): Fully Remote (works exclusively from home)
Your opportunity
The 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
- Guiding Customer to Initial Committed Consumption: 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.
- Owning User Success through Training and Enablement: Lead personalized training sessions and create resources like documentation, videos, and articles to empower users to fully leverage New Relic solutions.
- Managing Mutual Activity Plan Milestones: Designs and executes Mutual Activity Plans tied to Value/Outcomes.
- Providing Customer Business Review Inputs: Utilize insights from customer interactions and data analytics to contribute valuable information for business reviews.
- Maintaining Committed Consumption Levels: Engage proactively with customers to mitigate churn risks.
- Owning Technical Relationships: Build strong connections with technical stakeholders.
- Facilitating Ongoing User Training: Keep users informed about new features and enhancements.
- Supporting Business Case Development for New Opportunities: Work with sales to identify and develop expansion opportunities.
- Supporting Measuring and Communicating Value to Technical Stakeholders: Work closely with technical decision-makers.
- Technical Expertise: Strong technical expertise in Kubernetes, knowledge of Cloud (AWS, Azure, or Google Cloud Platform Certified).
- Experience in a Customer-facing Technical Role (Pre-Sales/Post-Sales): Proven success in roles like Principal Technical Support, Solutions Engineering, or Technical Account Management.
- Strong Communication Skills: Highly skilled in communicating complex technical concepts to diverse audiences.
- Relationship Building: Skilled at building and maintaining strong relationships with technical stakeholders.
- Solution-Oriented: A proactive, solution-focused approach to customer challenges.
- Collaborative Team Player: Ability to collaborate effectively across teams.
This role requires
- BS or equivalent in Computer Science or Computer Engineering plus 4+ years of relevant experience.
- Certified or equivalent experience in Cloud technology (AWS, Azure, or Google Cloud Platform).
- Deep understanding working with containerized applications (K8).
- 2+ years of experience with Java or another programming language.
- Experience with supporting SaaS products focused on Observability.
- Excellent English verbal and written communications.
- Experienced with orientation and excellent interpersonal skills.
- Excellent analytical and problem-solving skills.
- Mastery at mapping technical solutions to meet customer business needs.
- Proven ability to cultivate relationships and becoming a trusted advisor.
- Excellent client management skills.
Bonus points if you have
- Excel in technical areas related to Kubernetes, Cloud, and Observability platforms.
- Strong communication, relationship-building, and project management skills.
- Proactive, customer-focused individual passionate about leveraging technology to solve problems.
Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day.
New Relic is proud to be an equal opportunity employer. We foster a diverse, equitable, and inclusive environment, free from all types of discrimination.
Estimated On-Target Earnings Range: $196000 - $244000. The pay range above represents a reasonable estimate of the on-target earnings (salary plus target sales incentives) for the listed position.
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.
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