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Manager, Customer Advocate
Job Description
- Lead the post-sales process for our largest and most strategic customers, with a focus on account and value realization planning, user and product adoption, satisfaction and ensuring high retention.
- Contribute to thought leadership and standard methodology, both internally and externally, around business transformation.
- Evangelize expansion and paid services opportunities in order to accelerate customer value.
- Track accounts to identify early risk factors, and develop and implement risk mitigation plans.
- Act as a point of escalation to ensure any account issues are resolved swiftly, applying resources from across Technical Support, Sales, Engineering, etc.
- Maintain & gain knowledge of the technologies supported by New Relic.
- Craft reusable materials that will continually improve the efficiency of customer value realization, adoption, and expansion.
- Direct your team to develop strategic implementation plans that improve the time to value for customers, focusing on product adoption, customer satisfaction and business goals.
- BS/BA degree, applicable certification or equivalent related experience required.
- 8+ years demonstrated experience desirable plus the knowledge, skills,and abilities outlined above.
- 2-4 years people management experience.
- Background of post-sale and sales experience
- Previous customer enablement and training experience
- Previous SaaS and enterprise software experience
- Experience implementing and adapting general Customer Success methodologies across varying customer segments and go-to-market strategies.
- Deep understanding of Customer Success metrics and how to measure them
- Detailed experience and knowledge of SaaS software development, deployment, and maintenance practices
- Strong understanding of value drivers in recurring revenue business models
- Ability to learn and adapt quickly in a high-growth, dynamic environment
- Shown experience working with cross-functional teams to provide the best possible experience for customers
- East coast time zone with access to airport for travel
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. We celebrate our talented Relics' different backgrounds and abilities, and recognize the different paths they took to reach us - including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We're looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.
If you require a reasonable accommodation to complete any part of the application or recruiting process, please visit https://newrelic.avature.net/accommodations to submit your request.
We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.
Our hiring process
Please note that visa sponsorship is not available for this position.
In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers' means that a criminal background check is required to join New Relic.
We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.
New Relic is proud to be an equal opportunity employer. We foster a diverse, equitable, and inclusive environment, free from all types of discrimination, so our Relics can thrive. We hire people with different backgrounds, experiences, abilities and perspectives.
Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.
Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy.
The pay range above represents a reasonable estimate of the on target earnings (salary plus target sales incentives) for the listed position. This role is eligible for a commission plan (as defined in the sales incentive plan document). Pay within this range varies by work location and may also depend on job-related factors such as an applicant's skills, qualifications, and experience.
New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, mental health benefits, a 401(k) plan and match, flex time-off, 11 paid holidays, volunteer time off, and other competitive benefits designed to improve the lives of our employees.
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