Technical Account Manager

Posted 2 days ago
Main Location
San Francisco, CA, United States
Open jobs

If you have that special mix of DNA that makes an extraordinary Solution Consultant – the blend of great business savvy and technical prowess – then we are a match made in heaven!

What You'll do:

As a part of the Customer Adoption Team, you will be a technical consultant and trusted advisor for New Relic customers. Jump-start the adoption of observability/programmability by driving value, consumption growth, and adoption. As an in-house New Relic product specialist, you will drive the technical customer relationship and act as a customer advocate throughout their lifecycle.

You'll work closely with our Field Sales team to strategize and plan customer engagements and share your technical product expertise with customers through custom demos and presentations, technical evaluations, onboard and enabling customers on the NR1 platform, and provide ongoing support.

This position requires a strong technical background, taking ownership, excellent client management skills, and a proven track record to both understand customer business objectives and perform hands-on technical work as needed. You have a passion for problem-solving and painting the ‘art of the possible.

What You’ll Do
  • Take technical ownership of the entire customer lifecycle where you will develop and implement strategies to increase usage, adoption, and growth.
  • Develop deep expertise with the New Relic platform to build a technical advisor relationship with customers and proactively conceptualize creative solutions to meet customers’ needs.
  • Collaborate cross-functionally with Sales, Success, Support, Data, Product, and Engineering teams to drive strategic success plans, QBRs, ERBs, and to secure next steps of support tickets and feature requests.
  • Function as a vital link between our customers and New Relic to proactively run customer expectations, identify gaps, lead all aspects of customer communications, and provide enablement with devs/tech users.
  • Build compelling technical demonstrations, presentations, and business value documents.
  • Identify and resolve business/technical issues
  • Assist customers with planning and execution of technical solution implementations, and removing technical blockers.
  • Accelerate onboarding
Your Qualifications

Must-have:

  • 7+ years of professional experience in presales, Technical Account Management, Solution Architecture, DevOps, and/or in similar customer-facing technical roles.
  • Cloud platform experiences, such as AWS, Azure, Google Cloud, or Cloud Foundry
  • Proven understanding of, or hands-on experience working with, programming languages including Java, PHP, .NET, Ruby, Node.js, Python, etc.
  • 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. Chip into 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 throughout the customer lifecycle.
  • Be a self-starter with an entrepreneurial spirit and a knack for quickly adapting to new tools fast (e.g. Asana, Salesforce, Gainsight, data-lakes, etc.)
  • Excellent written and verbal communications skills
  • Understanding of value-based selling in customer-facing roles.

Nice to have:

  • Prior experience with New Relic One, Kubernetes, cloud infrastructure, or DevOps tools.
  • Solid understanding of current observability tooling, solutions, and methodologies.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

We're looking for bold and passionate people to be a part of our mission to create more perfect software. We'd love to have you apply, even if you don't feel you meet every single requirement. What's most important to us is finding authentic and accountable people who feel connected to our mission and values, not just candidates who check off all the boxes.

About Us

New Relic (NYSE: NEWR) is a cloud-based observability platform that gives developers, engineers, operations, and management a clear view of what’s happening in today’s complex software environments. So they can find and fix problems faster, and deliver delightful experiences for their customers. That's why the world’s best engineering teams rely on New Relic to visualize, analyze, and troubleshoot their software. It’s the simplest, most powerful cloud-based observability platform, built to create more perfect software. All from one place.

Founded in 2008, we’re a global company passionate about building a culture where all employees feel a deep sense of belonging, where every ‘Relic’ can bring their whole self to work and feel supported and empowered to thrive. We’re consistently recognized as a distinguished employer and are committed to building world-class products and an award-winning culture. For more information, visit newrelic.com.

Our Hiring Process

New Relic takes seriously our stewardship of the data of our thousands of customers worldwide. In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance. https://sfgov.org/olse/sites/default/files/FCO%20poster2020.pdf

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 an equal opportunity employer. We eagerly seek a diverse applicant pool and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

Interested in the details of our privacy policy? Read more here: https://newrelic.com/termsandconditions/applicant-privacy-policy

Mission
We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
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Technical Account Manager
New Relic