Customer Success Manager - West
San Francisco, California
Our Customer Success organization is tasked with ensuring that each and every customer has a wildly successful relationship with New Relic. We are doing an amazing job already (check out some of our customer's tweets -http://newrelic.com/about/customers), but we need your help to continue this great work and to continue to grow our business).
We are looking for high-energy and passionate individuals to join our growing Customer Success team. You understand the value of nurturing customer relationships and you advocate for the principle of a virtuous cycle of customer success and improved revenue performance. If you love working with customers and have thrived in a role like this before, then we want to talk to you!
This role will engage with our most important customers, post-sale, drive user adoption and satisfaction ensuring high retention. You will work with customers to deliver an exceptional on-boarding experience, realize the full value of New Relic and ensure that they achieve success in their business goals.
Building out Customer Success Plans that align technical concepts and features to business needs
Monitoring and driving account health and adoption with customers for overall success
Directing all services resources and projects, aligned to the Customer Success Plan, to ensure customers realize the full value of New Relic
Impart technical leadership and direction on all aspects of New Relic's products and services
Assist in training customers on using New Relic to troubleshoot real-time performance issues
Track accounts to identify churn risk and work proactively to eliminate that risk
Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc.
Function as the voice of the customer and provide internal feedback on how New Relic can better serve our customers
Gain and maintain knowledge of the languages & technologies supported by New Relic
7+ years of relevant work experience preferably with a professional IT services company or SaaS software provider
Familiarity with Cloud environments and integrations
Familiarity with DevOps Methodology
Strong written and verbal communication skills to be able to interface with practitioners and stakeholders
Experience successfully managing large, complex, global customer engagements throughout different stages of their lifecycle, with a focus on customer satisfaction
Proficient understanding of Web/Mobile app development & architecture
Familiarity with at least one of the following programming languages (Java, .Net, Ruby, nodeJS, Objective-C, Java-Dalvik)
Strong ability to align technical concepts & features to business needs
Ability to learn and adapt quickly in a high-growth, dynamic environment
Bachelor's Degree or equivalent experience
Please note, this position is not eligible for visa sponsorship.
At New Relic, we hire people who are eager to contribute to our culture, and we empower them to do just that. We take pride in thinking beyond our day-to-day job descriptions, and encourage you to actively seek out opportunities to create the type of work environment that you want to be a part of. What does this look like in action? You should be ready to be a "culture add" to New Relic and spend ~5% of your time finding meaningful ways to make this an even better place to work.
A little about us:
New Relic provides the real-time insights that software-driven businesses need to innovate faster. New Relic's cloud platform makes every aspect of modern software and infrastructure observable, so companies can find and fix problems faster, build high-performing DevOps teams, and speed up transformation projects. Learn why more than 50% of the Fortune 100 trust New Relic at newrelic.com.
New Relic is a San Francisco Best Places to Work award winner, an Oregon "Top Workplace" award winner, named a leader in the Gartner's 2012, 2013, 2014, 2015 & 2016 "Magic Quadrant" for APM companies, a Top 100 OnDemand Company, Best of SaaS (THINKStrategies), Top 100 Coolest Cloud Computing (CRN); 10 Cloud Management Companies to Watch (NetworkWorld) the list of accolades goes on. More important than all of that: we provide challenging work, opportunities to learn, high quality teammates, a standard-setting product, and a company on the move.
Our office is in the tech-rich urban center of San Francisco, with easy commute access and a plethora of good eats. We provide competitive compensation, equity and big-company benefits (medical, dental, etc) -- all while maintaining the energy, agility, and fun of a start-up.
New Relic is most decidedly an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, veteran status, or any other characteristic protected by law.
Note: Our stewardship of the data of many thousands of customers means that a criminal background check is required to join New Relic. We will, nonetheless, consider qualified applicants with arrest and conviction records in accord with applicable law, including the San Francisco Fair Chance Ordinance.