Senior Technical Success Manager, Dublin
Client: New Relic, Inc.
Location: Dublin, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: e98a5245095f
Job Views: 72
Posted: 22.01.2025
Expiry Date: 08.03.2025
Job Description:
The Technical Success Manager (TSM) will be responsible for the technical relationship with our largest enterprise customers, acting as their technical champion with accountability to drive customer adoption and value realization with our platform. You will be explicitly driving consumption through the usage of our platform. This role involves close collaboration with Account Executives 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. As a TSM, you will lead the customer journey, taking the customer from onboarding adoption to value realization and beyond, ensuring a high level of customer satisfaction.
What you'll do:
1. Guiding 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.
2. Owning User Success through Training and Enablement: Lead personalized training sessions and create resources like documentation, videos, and articles to empower users to fully leverage New Relic solutions.
3. Managing Mutual Activity Plan Milestones: Designs and executes Mutual Activity Plans tied to Value/Outcomes. Set and oversee clear project milestones.
4. Providing Customer Business Review Inputs: Utilize insights from customer interactions and data analytics to contribute valuable information for business reviews.
5. Maintaining Committed Consumption Levels: Engage proactively with customers to mitigate churn risks.
6. Owning Technical Relationships: Build strong connections with technical stakeholders.
7. Facilitating Ongoing User Training: Keep users informed about new features and enhancements.
8. Supporting Business Case Development for New Opportunities: Work with sales to identify and develop expansion opportunities.
9. Supporting Measuring and Communicating Value to Technical Stakeholders: Work closely with technical decision-makers.
This role requires:
1. BS or equivalent in Computer Science or Computer Engineering plus demonstrated experience as Principal Technical Support, Solutions Engineering, or Technical Account Management for a SaaS enterprise software company.
2. Certified or equivalent experience in Cloud technology (AWS, Azure, or Google Cloud Platform).
3. Deep understanding working with containerized applications (K8s).
4. Proven experience with Java or another programming language (.NET, javascript, Python, Ruby, Go).
5. Experience with supporting SaaS products focused on Observability.
6. Excellent English verbal and written communications.
7. Excellent analytical and problem-solving skills.
8. Proven ability to cultivate relationships and becoming a trusted advisor.
Bonus points if you have:
1. Experience with Software Application requirement gathering, design, and product development.
2. Experience with Continuous Deployment and Delivery tools.
3. An uncompromising desire to learn.
4. Experience with customer success and sales frameworks.
5. Additional European language: French (optional).
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.
If you require a reasonable accommodation to complete any part of the application or recruiting process, please visit our website.
Please note that visa sponsorship is not available for this position.
New Relic is proud to be an equal opportunity employer. We foster a diverse, equitable, and inclusive environment, free from all types of discrimination.
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