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Technical Success Manager I

9 hours, 19 minutes ago
Ireland
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
AWS Azure Encryption GCP Java Kubernetes .NET New Relic Node.js PHP Python Ruby SQL
Apply Now
New Relic

New Relic

New Relic provides a comprehensive observability platform that enables engineers to monitor, debug, and enhance the performance of their entire software stack through real-time analytics and insights.

Internet Software & Services
1K-5K
Founded 2008
$520M raised
View All Jobs 9

Description

  • Guide customers through onboarding and adoption, monitor usage, remove hurdles, and drive achievement of initial committed consumption levels.
  • Lead personalized training and enablement efforts, creating documentation, videos, and articles to empower users and promote continuous learning.
  • Design and execute Mutual Activity Plans tied to value/outcomes, set and oversee project milestones, adjust plans as needed, and celebrate customer achievements.
  • Provide inputs for customer business reviews using insights from interactions and data analytics to identify successes, challenges, and growth opportunities.
  • Proactively engage customers to maintain committed consumption levels and mitigate churn risks by demonstrating ongoing value.
  • Build and own technical relationships with customer stakeholders and advocate for their needs within New Relic.
  • Keep users informed about new features and enhancements and provide refresher training to ensure continued proficiency and satisfaction.
  • Support sales in identifying and developing expansion opportunities and help build business cases using success stories and ROI evidence.
  • Measure and communicate value to technical decision-makers by quantifying impact and delivering regular reports and dashboards with value metrics.

Requirements

  • Strong technical expertise in Kubernetes and observability platforms, with knowledge of cloud environments (AWS, Azure, or Google Cloud Platform); cloud certification is valued.
  • Hands-on experience with at least one programming language or scripting such as Java, PHP, .NET, Ruby, Node.js, Python, or SQL.
  • Proven experience in customer-facing technical roles (pre-sales or post-sales) such as Principal Technical Support, Solutions Engineering, or Technical Account Management, preferably in SaaS or technology companies.
  • Strong verbal and written communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.
  • Experience analyzing business requirements and customer interactions to anticipate needs and contribute to internal roadmaps and project plans.
  • Demonstrated ability to build and maintain strong relationships with technical stakeholders and advocate for customer needs internally.
  • Proactive, solution-oriented mindset focused on achieving customer success and satisfaction.
  • Ability to collaborate effectively across teams, including sales, product development, and support, to drive customer success and identify new opportunities.
  • Visa sponsorship is not available for this position.
  • Successful candidates must pass a criminal background check; certain roles may require passing an export compliance assessment as a condition of employment.

Benefits

  • Flexible workforce model allowing fully office-based, fully remote, or hybrid work arrangements.
  • Inclusive, diverse, and welcoming culture that celebrates different backgrounds, abilities, and nontraditional career paths.
  • Reasonable accommodations available for applicants during the application and recruiting process.
  • Commitment to empowering employee professional and business success through supportive policies and development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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