Your opportunity
The Technical Account Manager (TAM) serves as a pivotal pillar in our relationship with existing and newly committed customers, acting as their technical champion with accountability to drive customer adoption and value realization with our platform, explicitly driving consumption through usage of our platform. This role involves close collaboration with Account Managers 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. The TAM plays a crucial role in orchestrating the customer journey, focusing on taking the customer from onboarding, adoption to value realization and beyond, ensuring a high level of customer satisfaction.  

What you'll do
  • Steering 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. TAMs will plan and proactively drive consumption and usage across our customer accounts through value based activities. Their actions will improve customer experience with the New Relic platform thereby increasing adoption resulting in consumption. 
  • Owning User Training and Enablement: Lead personalized training sessions and create resources like documentation, videos, and articles to empower users to leverage New Relic solutions fully. Promote a culture of continuous learning and development.
  • Managing Success Plan Milestones: Designs and executes Success Plans tied to Value/Outcomes.  Set and oversee clear project milestones, adjust plans as necessary, celebrate customer achievements, and address deviations in a timely manner.
  • Providing Business Review Inputs: Utilize insights from customer interactions and data analytics to contribute valuable information for business reviews, identifying successes, challenges, and opportunities for growth.
  • Maintaining Committed Consumption Levels: Engage proactively with customers to mitigate churn risks, demonstrating ongoing value and addressing concerns promptly.
  • Owning Technical Relationships: Build strong connections with technical stakeholders, understanding their challenges and goals, and advocating for them within New Relic.
  • Facilitating Ongoing User Training: Keep users informed about new features and enhancements, and provide refresher training to ensure continued proficiency and satisfaction.
  • Supporting Business Case Development for New Opportunities: Work with sales and product teams to identify and develop expansion opportunities, using success stories and ROI evidence to support business cases.
This role requires
  • Technical Expertise: Demonstrated strong technical capabilities in Kubernetes, knowledge of Cloud (either AWS, Azure or Google Cloud Platform), and/or Observability Platforms welcome. The ideal candidate should possess a hands-on understanding of these areas, with the ability to apply this knowledge practically to solve customer challenges.
  • Experience in a Customer-facing Technical Role: Proven track record in roles such as Technical Support, Solutions Engineering, or Technical Account Management, preferably within the SaaS or technology sector. This experience is critical for understanding customer needs and providing effective technical solutions.
  • Strong Communication Skills: Exceptional ability to communicate complex technical concepts in a clear and understandable manner to a variety of audiences, including non-technical stakeholders. This includes both verbal and written communication skills.
  • Relationship Building: Skilled at building and maintaining strong relationships with technical stakeholders, understanding their challenges and goals, and effectively advocating for them within the organization.
  • Solution-Oriented: A proactive, solution-focused approach to customer challenges, with a commitment to achieving customer success and satisfaction.
  • Collaborative Team Player: Ability to collaborate effectively across teams, including working closely with sales, product development, and support teams to drive customer success and identify new opportunities.

The ideal candidate for the Technical Success Manager role at New Relic is someone who not only excels in technical areas related to Kubernetes, Cloud, and Observability platforms but also embodies strong communication, relationship-building, and success plan management skills. We are looking for a proactive, customer-focused individual who is passionate about leveraging technology to solve problems and enhance customer satisfaction.

Is a Remote Job?
No

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