Technical Account Manager I

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.

• 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.

• 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.