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Technical Success Manager II

1 month ago
Australia
Full-time
Senior
Technical Account Manager
Customer and Technical Support
AWS Azure GCP Java Kubernetes .NET 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 42

Description

  • Guide customers through onboarding and help them reach committed consumption targets.
  • Proactively drive platform adoption and usage through value-based customer activities.
  • Lead personalized training sessions and create enablement materials such as documentation, videos, and articles.
  • Design and execute Mutual Activity Plans tied to customer outcomes and milestones.
  • Provide inputs for customer business reviews using customer insights and data analytics.
  • Monitor customer health and mitigate churn risks by addressing concerns and sustaining value.
  • Build and maintain technical relationships with customer stakeholders and advocate for their needs internally.
  • Support expansion opportunities by helping develop business cases with ROI evidence and success stories.
  • Quantify and communicate the impact of New Relic’s solutions through reports and dashboards.
  • Collaborate closely with account executives, sales, product development, and support teams to drive customer success.

Requirements

  • Strong technical expertise in Kubernetes, cloud platforms, and/or observability platforms.
  • Knowledge of AWS, Azure, or Google Cloud Platform, with certification valued.
  • Hands-on experience with a programming language or scripting such as Java, PHP, .NET, Ruby, Node.js, Python, or SQL.
  • Experience in a customer-facing technical role such as Principal Technical Support, Solutions Engineering, or Technical Account Management.
  • Background in the SaaS or technology sector, with a strong understanding of customer needs.
  • Excellent verbal and written communication skills for both technical and non-technical audiences.
  • Ability to analyze business requirements and customer interactions and translate them into project plans and timelines.
  • Strong relationship-building skills with technical stakeholders.
  • A proactive, solution-oriented mindset focused on customer success and satisfaction.
  • Experience with customer success and sales frameworks such as MEDDPICC is appreciated.
  • Visa sponsorship is not available for this position.
  • Ability to pass identity, employment eligibility, criminal background, and, if applicable, export compliance checks.

Benefits

  • Flexible workforce model with fully office-based, fully remote, or hybrid work options.
  • Commitment to diversity, inclusion, and a welcoming workplace culture.
  • Reasonable accommodation support during the application and recruiting process.
  • Consideration of qualified applicants with arrest and conviction records in accordance with applicable law.

Interested in this position?

Apply directly on the company website

Apply Now

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