Technical Success Manager II

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 realisation 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 realisation and beyond, ensuring a high level of customer satisfaction.

The ideal candidate for the Technical Success Manager role at New Relic is someone who excels in technical areas related to Kubernetes, Cloud, and Observability platforms and embodies strong communication, relationship-building, and project management skills. We are looking for a proactive, customer-focused individual passionate about leveraging technology to solve problems and enhance customer satisfaction. 

• 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. Through value-based activities, TSMs will plan and proactively drive consumption and usage across our customer accounts. Their actions will improve customer experience with the New Relic platform, increasing adoption and consumption.
• Owning User Success through Training and Enablement: Lead personalised training sessions and create resources like documentation, videos, and articles to empower users to fully leverage New Relic solutions. Promote a culture of continuous learning and development.
• Managing Mutual Activity Plan Milestones: Designs and executes Mutual Activity Plans tied to Value/Outcomes. Set and oversee clear project milestones, adjust plans as necessary, celebrate customer achievements and moments of value, and address deviations in a timely manner.
• Providing Customer Business Review Inputs: Utilise insights from customer interactions and data analytics to contribute valuable information for business reviews and identify successes, challenges, and growth opportunities.
• Maintaining Committed Consumption Levels: Engage proactively with customers to mitigate churn risks, demonstrating ongoing value and addressing concerns promptly.
• Owning Technical Relationships: Build strong connections with technical stakeholders, understand their challenges and goals, and advocate for them within New Relic.
• Facilitating Ongoing User Training: Keep users informed about new features and enhancements and provide refresher training to ensure continued proficiency and satisfaction.
• Supporting Business Case Development for New Opportunities: Work with sales to identify and develop expansion opportunities, using success stories and ROI evidence to support business cases.
• Supporting Measuring and Communicating Value to Technical Stakeholders: Work closely with technical decision-makers. Quantify the impact of New Relic’s solutions on their business. Provide regular reports and dashboards showcasing value metrics.

• Technical Expertise: Strong technical expertise in Kubernetes, knowledge of Cloud (AWS, Azure, or Google Cloud Platform Certified), and/or Observability Platforms is highly valued. Additionally, a solid understanding or hands-on experience with a programming language such as Java, PHP, .NET, Ruby, Node.js, Python, or SQL scripting is essential.
• Experience in a Customer-facing Technical Role (Pre-Sales/Post-Sales): Proven success in roles like Principal Technical Support, Solutions Engineering, or Technical Account Management, especially in the SaaS or technology sector. Deep understanding of customer needs and adept at providing customised technical solutions.
• Strong Communication Skills: Highly skilled in communicating complex technical concepts to diverse audiences, including non-technical stakeholders, through verbal and written channels. Proficient in analysing business requirements and customer interactions to anticipate client needs and contributing to internal roadmap sessions to translate them into actionable project plans and timelines.
• Relationship Building: Skilled at building and maintaining strong relationships with technical stakeholders, understanding their challenges and goals, and effectively advocating for them within the organisation.
• Solution-Oriented: A proactive, solution-focused approach to customer challenges, with a commitment to achieving customer success and satisfaction.
• Collaborative Team Player: Ability to collaborate effectively across teams, including working closely with sales, product development, and support teams to drive customer success and identify new opportunities