New Relic is seeking a Customer Relations Specialist to join our Global Customer Adoption organization. Customer Relations Specialists play a meaningful role at New Relic delivering a customer centric experience. We are a company filled with people who are passionate about our product and seek to handle customer feedback with the objective of maintaining a positive experience! With the company's recent change to a consumption-based pricing model, we are looking for a well-rounded individual who can thrive in an unstructured, collaborative environment and distill complex feedback into practical work! What you'll do

• Intake and triage inquiries from existing customers
• Ensure that a good relationship is maintained with disputing customers while balancing the top line of the business
• Consolidate and provide customer feedback to drive product and process improvements
• Help monitor and support all net promoter score surveys to ensure a positive customer experience while maintaining our brand reputation
• Respond promptly and professionally to incoming customer inquiries
• Document customer interactions; compiling documentation and forwarding information to interested parties
• Ability to effectively and efficiently multitask open cases, assuring timely and expeditious follow-up

This role requires

• 2-5 years of customer service experience
• Demonstrate an ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely manner
• Familiarity with customer-relationship management (CRM) software programs
• Excellent organizational and multitasking skills
• Capacity to work independently balancing multiple projects in a fast paced environment.
• Experience meeting timelines, working independently, as a phenomenal teammate, and achieving results in a fast-paced, team-based environment. Must be willing to assist teammates and build positive relationships to achieve company and department goals.
• Experience communicating complex information and problems
• Experience with understanding customer needs and working with multiple teams on solutions
• Ability to maintain a calm demeanor in stressful situations

Bonus points if you have

• Experience using New Relic
• Hands on Salesforce experience
• Hands on experience with Asana
• Hands on Qualtrics experience
• BS in Business Administration or related field

Please note that visa sponsorship is not available for this position.
td {border: 1px solid #ccc;}br {mso-data-placement:same-cell;} We're looking for bold and passionate people to be a part of our mission to create more perfect software. We'd love to have you apply, even if you don't feel you meet every single requirement. What's most important to us is finding authentic and accountable people who feel connected to our mission and values, not just candidates who check off all the boxes.
We believe in empowering all Relics to achieve professional, and business success through a workforce model called Flex First . The Flex First model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or a combination of both.
Read more about Flex First and New Relic's vaccine policy as part of our commitment to maintaining a safe and healthy workplace in light of the COVID-19 pandemic.
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 an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.Interested in the details of our privacy policy? Read more here .
Estimated Annual Salary Range: $ 62,000 - $ 78,000 (for Colorado based roles only)
Consistent with New Relic's values and applicable law, we provide the following information to promote pay transparency and equity. The salary range above represents a good faith estimate of the low and high end salary range for the listed position if based in Colorado. This role is eligible for the corporate bonus plan (or, if a sales role, a commission plan as defined in the sales incentive plan document), participation in our stock equity plan, short- and long-term incentives, and other department-specific awards that may be applicable. In addition, New Relic provides a variety of benefits to employees. Please note that this information is provided for those hired in Colorado only, and this role is open to candidates outside of Colorado with compensation that aligns with your location. The range provided may also represent candidate ranges and may not reflect the full range or geographic differential for an individual tenured employee.
Wage - midpoint 78,000 Wage - minimum 62,000 #LI-JM3 #LI-Remote This field has no functionality and it was added so that we could display the separator above