Associate Customer Advocate

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us

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 together the best of customer success, customer support and sales methodologies to deliver positive business outcomes for our customers and business. We drive customer retention and increase adoption of the New Relic Platform. 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
This India based role is in-office first. We believe that fostering an in-office culture will create better team collaboration & success. 

What you'll do

Retention

• Renewals - Proactive & Reactive
• Churn Mitigation - Proactive & Reactive

Adoption

• Onboarding
• Health Checks
• Customer Education and Enablement - 1 to many engagements

Expansion

• Moving customers off of our legacy platform. Increasing ACR at renewal time
• Driving CRR growth throughout the customer lifecycle

Customer Relationship and winbacks: 

• Responding to general queries from customers in assigned territory
• Dispute Resolution - be an advocate within New Relic for the needs of your customers
• Winning back clients as a net new business.

This role requires

• 2+ years of experience
• Experience in customer facing sales, renewals or customer success roles in the SaaS industry
• Previously carried a quota for new business sales, renewals and/or expansion
• Comfortable using and learning new software - spreadsheets, CRM, email marketing, support, automation, productivity, and presentation software etc
• Experience with building, analyzing, and interpreting customer data to influence stakeholder decision making
• Experience uncovering key goals and steering customer stakeholders with value based discussions
• Experience interacting with customer teams at various levels of technical and non-technical depth

Bonus points if you have

• Background / technical knowledge in the observability space (Datadog, Dynatrace, Splunk, Elastic, etc.) as an SDR or ISR.

• Specific experience in Customer Success for a consumption based platform (Twilio, Atlassian, AWS, Azure etc.

Please note that visa sponsorship is not available for this position.

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 reach out to

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

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 develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.

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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