Your opportunity
We have an outstanding opportunity for the right individual to join a customer centric, upbeat and highly motivated group of individuals, as a member of our Customer Advocate team!
With this team we bring the best of customer success methodology to deliver positive business outcomes for our customers and business. We drive customer retention and expansion and increase adoption of the New Relic Platform for our Growth customer base. The work we do is pivotal to the evolution of our product-led, growth sales model.
If this sounds like the right fit, let's talk!
What you'll do
- Drive Retention - Answer cases requests from our paid PAYG customers & mitigate churn.
- Increase Adoption - Support customer onboarding and facilitate customer education and enablement.
- Improve Customer Relationships - Engage with accounts at key moments in the customer journey & be their voice within New Relic.
- Lead the Dunning Process: Oversee the Dunning cadence, a proactive outreach effort aimed at ensuring customers clear outstanding payments from the previous month. The goal is to ensure customers pay for services they have utilized and maintain uninterrupted access to our offerings. This includes coordinating communication with customers, monitoring payment statuses, and collaborating with internal teams to ensure smooth payment recovery.
This role requires
- 1-2 years of experience in a Customer facing sales, renewals or customer success role in the SaaS industry
- Building, analyzing, and interpreting datasets
- Interacting with internal and customer teams at various levels of technical and non-technical depth
- Identifying key goals and steering customers with value based discussions
- Using and learning new software - Bonus - experience with G Suite, Salesforce (Sales Cloud, Service Cloud, etc.), Groove, Periscope, etc.
Bonus points if you have
- Background in observability/ performance monitoring / DevOps/ consumption based platforms
- Contributed to building a scale CS function
- Project Management Experience - Bonus - PMP qualification
