账户经理 - 续约（西区）
Account Manager - Renewals (West)
我们是一支致力于塑造可观测性未来的技术创新者和先驱者团队。在New Relic，我们构建了一个智能平台，使企业能够在以人工智能为核心的世界中蓬勃发展，为他们提供对其复杂系统的无与伦比的洞察力。随着我们全球业务的不断扩展，我们正在寻找充满热情的人才加入我们的使命。如果您准备好帮助世界一流的公司优化其数字应用，欢迎您探索在这里的职业发展！
**您的机会**
在New Relic，我们相信一个良性循环，即**客户成功推动收入增长**。我们的客户经理角色是更新后的Pod结构中的关键职能，位于客户成功、销售和产品之间的交汇点。专注于确保并扩大我们的现有收入基础。我们是一支充满激情、积极向上且高度敬业的团队，致力于卓越的客户忠诚度、支持和拓展。
我们正在寻找一名**客户经理**加入我们的团队，为组织的持续成功和增长做出积极贡献。在这个关键职位上，您将推动客户留存、采用和扩展。强大的领导力确保产品、营销、销售和支持部门之间建立积极的关系和一致的方向。如果您热衷于建立深厚的战略客户关系，并在有配额的环境中茁壮成长，让我们来谈谈吧！
**您将负责**
您将运用客户成功、续约和销售方法论方面的技能，超越客户期望，并在多个关键绩效指标上创造价值。
**推动收入与留存**
- **Pod协作：** 与客户团队合作，您将在统一的Pod结构中担任**次要销售角色**。该职位对于通过无缝跨职能协作和协同交易执行来支持客户经理（核心销售者）至关重要。您将审查机会领域（空白分析），组织并与技术客户成功经理进行赋能会议，并与解决方案顾问合作，帮助客户经理推动新的增长机会。
- **确保并协商续约：** 与客户建立积极关系，包括经济买家、决策者、倡导者和最终用户，协商直接和合作伙伴管理协议的合同。
- **减少流失：** 主动识别处于“冷淡”状态和/或面临风险的客户账户（down）
查看英文原文
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**
At New Relic, we believe in a virtuous cycle where **customer success fuels improved revenue performance**. Our Account Manager role is a pivotal function of an updated pod structure that sits at the intersection of Customer Success, Sales, and Product. Focused squarely on securing and growing our existing revenue base. We are a passionate, upbeat, and highly motivated group committed to exceptional customer loyalty, support, and expansion.
We are seeking an **Account Manager** to join our team and make a positive impact in the continued success and growth of our organization. In this critical role, you will be a driver of retention, adoption, and expansion. Strong leadership ensures positive relationships and alignment across Product, Marketing, and Sales, and Support. If you are passionate about building deep, strategic customer relationships and thrive in a quota-carrying environment, let's talk!
**What you'll do**
You will utilize your skills in customer success, renewals, and sales methodologies to exceed customer expectations and deliver value across multiple key performance indicators.
**Drive Revenue & Retention**
- **Pod Collaboration:** In partnership with the Account Team, you will function as **a secondary seller within a unified pod structure.** This role is essential in supporting the Account Executive (Core Seller) through seamless cross-functional alignment and collaborative deal execution. You will review areas of opportunity (whitespace analysis), organize and manage enablement sessions with Technical Success Managers, and in partnership with the Solutions Consultants, help drive new growth opportunities for Account Executives.
- **Secure & Negotiate Renewals:** Build positive relationships with customers including economic buyers, decision-makers, champions and end-users, negotiating contracts for direct and partner managed agreements.
- **Mitigate Churn:** Proactively identify accounts running "cold" and/or at risk (downgrades, churn, low BCM Burn Rate) and develop strategic plans to mitigate uncertainty, drive customer satisfaction, increase consumption, and maintain high renewal rates.
- **Deliver Expansion:** Grow revenue at renewal time and throughout the customer lifecycle. Increase Billable Consumption Metric (BCM) for current subscription customers and convert Pay-As-You-Go (PAYG) customers through sub-account prospecting and finding new upsell opportunities.
**Cultivate Customer Success & Adoption**
- **Improve Customer Relationships:** Collaborate with Account Executives on accounts at key moments in the customer journey, becoming their voice within New Relic.
- Coordinate Customer Business Reviews
- Contribute to Account Plans
- Complete the Renewal Process & Discussions
- **Increase Adoption:** Support customer Onboarding and strengthen product knowledge through:
- Account Health Checks
- Business Value Assessments Enablement Sessions
- **Advocate & Resolve:** Collaborate with departments (Sales, Operations, Customer Solutions, Legal, and Collections) to resolve customer issues and advocate on their behalf.
**Strategic Execution & Data Analysis**
- **Value Articulation:** Effectively communicate company messages and our value proposition, both verbally and in writing.
- **Data-Driven Strategy:** Use strong analytical skills and experience working with data to professionally advise strategy, identify industry trends, and inform economic buyers and decision-makers.
- **Operational Excellence:** Maintain an accurate customer master record, including buying programs, contract renewal dates, customer contact information, and sentiment. Ensure proper Salesforce hygiene with thorough, accurate, and up to date information for all your accounts, opportunities, and contacts.
**This role requires**
- **5+ years of experience** in a quota-carrying role, managing renewals, or customer success role, closing large complex time-sensitive software contracts, preferably within the **SaaS industry**.
- Proven ability to **build deep, strategic relationships** with customer contacts at all levels of technical and non-technical depth, including senior leadership and C-Level Executives.
- Experience in building, analyzing, and interpreting **datasets** to accurately manage a pipeline for success.
- A track record of identifying key customer goals and steering value-based discussions that lead to growth and expansion.
- Excellent professional written and verbal communication skills that actively demonstrates true relationship-building, and the ability to work collaboratively with all internal and external points of contact effectively.
- Experience in mastering time management that yields retaining loyal customers and successfully renewing contracts **early** and **on time**.
- Experience using and learning new software (e.g., G Suite, **Salesforce,** Salesloft) MS Excel and PowerPoint presentations.
**Bonus points if you have**
- Thorough background in **Observability, Application Performance Monitoring,** and/or **DevOps**.
- Experience with **Consumption-based Selling** and Platforms.
- Experience with multiple defined **Sales Methodologies** including, Challenger Sale, Command of the Message, and MEDDPICC.
- Contributed to building a scaled Customer Success function.
- Project Management Experience (e.g., PMP, CSM, or CSPO, certifications).
Please note that visa sponsorship is not available for this position.
#LI-MM1 #LI-Remote
The pay range below 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.
Estimated On-Target Earnings Range
$138,000—$172,000 USD
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 [resume@newrelic.com](mailto:resume@newrelic.com).
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](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 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.
Review our Applicant Privacy Notice at [https://newrelic.com/termsandconditions/applicant-privacy-policy](https://newrelic.com/termsandconditions/applicant-privacy-policy)