Manager, Technical Account Management at New Relic (Atlanta, GA)

| Atlanta, GA
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As part of our global Customer Adoption organization, the Technical Account Management team is tasked with ensuring that each and every customer has a wildly successful relationship with us. By engaging with our customers on a technical level throughout their Observability lifecycle, our technical account managers drive greater product adoption and increased value for our customers as they scale their technology ambitions!We are seeking a driven leader who will build and evolve our Global Tech Hub in the Americas. This critical new team is vital for New Relic to achieve our hyperscale goals. As the regional leader for the Americas Tech Hub, you'll be the primary driver to improve the quality of our services and overall customer experience for our fastest growing segment of customers. You will develop a team of Technical Account Managers while working closely with other customer-facing teams (Account Executives, Solutions Consultants, Customer Advocates, etc) to combine strategy and execution to ensure our customers achieve the maximum value from New Relic.This role will lead the team of TAMs who provide a catalog of services to a broad base of customers, with a focus on technical implementation and product adoption and advanced Observability use cases. You and your team will work with customers across a wide spectrum of verticals and industries, to deliver an exceptional experience, realize the immediate value of New Relic products, and expedite the time to value by connecting their success to their business goals. Our goal is to build lifelong advocates for New Relic!This is an opportunity to bring together your skills ing DevOps, Architecture, Observability & Service Delivery and most importantly leadership. You will expand your knowledge of Application Performance Monitoring, Infrastructure, APIs, and Analytics, AI / ML, Network Performance and much more. What you'll do
  • Lead the development and growth of the Americas Hub supporting New Relic's global customer base.
  • Manage your team to deliver a rapidly growing catalog of services that enhance the time to value for customers, focusing on product adoption, customer satisfaction and business goals.
  • Contribute thought leadership both internally and externally, around business transformation.
  • Act as a point of escalation to ensure any account issues are resolved quickly, using resources from across Technical Support, Sales, Engineering, etc.
  • Maintain & gain knowledge of the languages & technologies supported by New Relic.
  • Partnering very closely with our sales teams to engage with leaders at prospective customers and existing customers.

This role requires
  • Minimum 5 years of direct management experience of professional services or technical customer success teams, with a track record of driving customer satisfaction.
  • Experience building and managing Technical Account Managers, Technical shared services, technical customer success and or Professional Services teams in a fast-paced, dynamic environment
  • Technical and SaaS experience and an ability to speak to technical customers in their language
  • A strong strategic vision for the customer experience, professional services, and customer support
  • The ability to architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
  • A track record of developing and mentoring great talent, and building and motivating hard-working teams
  • Effective and productive collaborator to drive cross-functional initiatives
  • Empathy, humility and listening skills
  • 7+ years of relevant work experience preferably with a professional IT services company or SaaS software provider
  • Ideally combined background of architecture and post-sales and service delivery
  • Technical experience in Web/Mobile application development & architecture
  • Deep understanding of value drivers in recurring revenue business models
  • Ability to learn and adapt quickly in a high-growth, dynamic environment
  • Bachelor's Degree or equivalent
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 at www.newrelic.com/blog/how-to-relic/future-of-work . 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 ( https://sfgov.org/olse/sites/default/files/FCO%20poster2020.pdf ).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: www.newrelic.com/termsandconditions/applicant-privacy-policy
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More Information on New Relic
New Relic operates in the Software industry. The company is located in San Francisco, CA, Portland, OR and Atlanta, GA. New Relic was founded in 2008. It has 2102 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 23 open jobs at New Relic, click here.
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