Req ID
FY25|S&M|#6652
Location(s)
Bangalore, India;
Your opportunity
As part of the APJ Customer Adoption Group, the Technical Account Manager will engage with our customers on a technical level while running the lifecycle of success for them. This role is accountable for the success, maturity and adoption of the customer with a key outcome being Value Realization!
This person will build a technical advisor relationship with customers and the different customer personas. They'll proactively conceptualize creative solutions to meet customer's demands and partner collaboratively with our Success, Support, Data, Product, and Engineering teams, plus Partners to facilitate the creation of the customer's needs within the product. The role will be accountable for functioning as the crucial link between our customers and the organization to lead all aspects of the structure and cadence of implementations.
What you'll do
Responsible for customer quick start outreach in the first 90 days
Set objectives, get customer dedication, track activities, and generate relevant documentation
Identify gaps and provide hands on development and enablement assistance to customer's technical users
Be able to engage partners at opportune time for strategic SOW
Hands-on technical abilities to be able to help the customer to: installations, create dashboards, custom queries, customizations, set-up alerts/AIOps, deployment automation, and be able to write Synthetic scripts
Help customers prepare and be available for critical events eg. Product Launches
Identify patterns in customer questions and find opportunities to automate outreach
Be accountable for documenting onboarding activities in tools like Salesforce & Asana
Provide sentiment analysis and success planning
Collaborate with account and Customer Adoption teams to highlight risks and engage appropriate cross functional resources.
Manage a customer portfolio where you will create and implement various strategies to increase usage, adoption and growth of the New Relic platform measured via customer retention and growth.
Create strong customer relationships and help validate the value proposition.
This role requires
3+ years of professional experience in a similar field - Technical Account Management, Presales or Solution Architecture strongly preferred
Cloud platform experience, such as AWS, Azure, or Cloud Foundry
Good knowledge of microservices architecture and exposure to hybrid IT infrastructure.
Strong knowledge of, or hands on experience working with programming languages including Java, PHP, .NET, Ruby, Node.js, Python, etc.
Solid understanding of SRE and DevOps functions. Experience would be a plus.
Hands-on experience with one or many Observability platforms and/or APM tools.
Excellent client management skills, bias for action, taking accountability, a validated ability to perform hands on technical work when needed, and ability to lead projects and global teams.
Ability to analyze & interpret business requirements and customer interactions to anticipate and guide client needs. Contribute to internal roadmap sessions to translate them into project plans and timelines.
Be able to proactively handle customer expectations and lead all aspects of customer communications during implementation.
Project Management skills to be able to track, manage and drive customers to agreed upon timeline with the agreed upon resources
Ability to adapt to new tools fast (eg. Asana, SalesForce, data-lakes, etc.)
Experience working with a SaaS company would be a definite plus.
Bonus points if you have
Advanced level of proficiency with the New Relic platform and keep up to date on Customer Success standard methodologies, systems, and trends.
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. We celebrate our talented Relics different backgrounds and abilities, and recognize the different paths they took to reach us including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We're looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.
If you require a reasonable accommodation to complete any part of the application or recruiting process, please visit https://newrelic.avature.net/accommodations to submit your request.
Our hiring process
Please note that visa sponsorship is not available for this position.
In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.
New Relic is proud to be an equal opportunity employer. We foster a diverse, equitable, and inclusive environment, free from all types of discrimination, so our Relics can thrive. We hire people with different backgrounds, experiences, abilities and perspectives.
Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.
Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy.
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