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Technical Account Manager II

3 months ago

Delhi, Delhi, India New Relic, Inc. Full time
Technical Account Manager II Technical Account Manager II Technical Account Manager II Req ID FY|S&M|#3 Location(s) Delhi, India; Your opportunity The Technical Account Manager (TAM) serves as a pivotal pillar in our relationship with existing and newly committed customers, acting as their technical champion with accountability to drive customer adoption and value realization with our platform, explicitly driving consumption through usage of our platform. This role involves close collaboration with Account Managers 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. The TAM plays a crucial role in orchestrating the customer journey, focusing on taking the customer from onboarding, adoption to value realization and beyond, ensuring a high level of customer satisfaction. What you'll do Steering 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. TAMs will plan and proactively drive consumption and usage across our customer accounts through value based activities. Their actions will improve customer experience with the New Relic platform thereby increasing adoption resulting in consumption. Owning User Training and Enablement: Lead personalized training sessions and create resources like documentation, videos, and articles to empower users to leverage New Relic solutions fully. Promote a culture of continuous learning and development. Managing Success Plan Milestones: Designs and executes Success Plans tied to Value/Outcomes. Set and oversee clear project milestones, adjust plans as necessary, celebrate customer achievements, and address deviations in a timely manner. Providing Business Review Inputs: Utilize insights from customer interactions and data analytics to contribute valuable information for business reviews, identifying successes, challenges, and opportunities for growth. 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, understanding their challenges and goals, and advocating 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 and product teams to identify and develop expansion opportunities, using success stories and ROI evidence to support business cases. This role requires Technical Expertise: Demonstrated strong technical capabilities in Kubernetes, knowledge of Cloud (either AWS, Azure or Google Cloud Platform), and/or Observability Platforms welcome. The ideal candidate should possess a hands-on understanding of these areas, with the ability to apply this knowledge practically to solve customer challenges. Experience in a Customer-facing Technical Role: Proven track record in roles such as Technical Support, Solutions Engineering, or Technical Account Management, preferably within the SaaS or technology sector. This experience is critical for understanding customer needs and providing effective technical solutions. Strong Communication Skills: Exceptional ability to communicate complex technical concepts in a clear and understandable manner to a variety of audiences, including non-technical stakeholders. This includes both verbal and written communication skills. Relationship Building: Skilled at building and maintaining strong relationships with technical stakeholders, understanding their challenges and goals, and effectively advocating for them within the organization. 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. The ideal candidate for the Technical Success Manager role at New Relic is someone who not only excels in technical areas related to Kubernetes, Cloud, and Observability platforms but also embodies strong communication, relationship-building, and success plan management skills. We are looking for a proactive, customer-focused individual who is passionate about leveraging technology to solve problems and enhance customer satisfaction.

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.

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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.

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.

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