技术成功经理
Technical Success Manager
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组成的全球团队。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他们的数字应用，我们诚邀您探索在这里的职业发展！
**您的机会**
New Relic 正在寻找一名高级技术成功经理加入我们的团队，作为核心成员支持我们的增长。我们非常欢迎那些有与各种工程角色（如 SRE、软件开发工程师、基础设施工程师）日常沟通经验的候选人，或者那些经常有机会与 CTO 和技术负责人进行技术沟通的候选人。由于我们许多团队成员参与实际服务的开发和运维，这个职位可以让您立即利用您的实战经验，因此即使您在外部客户服务方面经验有限也请放心。我们提供全面的入职培训。
技术成功经理的主要职责包括与 New Relic 的销售、解决方案顾问、技术支持工程师和市场团队合作，支持合同后的使用情况和业务流程改进，确保客户有效利用业界领先的 New Relic 解决方案。您还将分析现有客户的使用情况，并帮助建立一个让各类员工能够数据驱动工作的环境。
作为我们公司的技术成功经理，您将在多个行业和系统中提供技术支持，从而掌握广泛的技术、客户业务需求和市场趋势。您可以打造一段令人兴奋的职业生涯，体现客户成功的本质：在客户签约后帮助其成长，建立信任，并创造客户成功和业务表现提升的良性循环。我们通过至今的活动积累了丰富的成功案例和经验。我们期待收到那些热衷于与客户紧密合作并共同追求目标的人士的申请。
**您将负责**
- 通过确保客户顺利上线、在用户环境中采用以及持续使用，推动客户成功。
- 指导客户实现最佳实践，提高产品使用率，提升客户满意度。
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**
New Relic is currently recruiting for a Technical Success Manager as a core member supporting the company's growth. People who work daily with multiple engineering roles, such as SREs, software development engineers, and infrastructure engineers, or who often communicate technically with CTOs and tech leads, are very welcome. Many members actually develop and operate services, so field experience is immediately useful in this role. Even if your experience with external customer interaction is limited, please don't worry. Onboarding training is also available.
The main duties of the Technical Success Manager are to work with New Relic's sales, Solutions Consultants, Technical Support Engineers, and marketing teams to support post-contract adoption and business process improvement, so that customers can effectively use New Relic's best-in-class solutions for their business. We also analyze existing customers' usage and maintain an environment where employees can act in a data-driven way.
As a Technical Success Manager at our company, providing technical support across various industries and systems allows you to understand a wide range of technologies, customers' business needs, and market trends. While helping customers grow after contract signing and building trust with them, you can build an exciting career that embodies the essence of customer success: a virtuous cycle of customer success and improved business results. Our company has a wealth of success track records and know-how built through past activities. We sincerely look forward to applications from people who are passionate about working closely with customers and pursuing goals together.
**What you'll do**
- Guide customers to success by ensuring their onboarding, adoption in their user environments, and continued use.
- Demonstrate technical leadership in all aspects of New Relic's products and services.
- Support customer training so they can resolve real-time performance issues using New Relic.
- Identify service cancellation risks based on customer situations and proactively work to eliminate those risks.
- Work with other Technical Support Engineers, Solution Consultants, Sales, and others to quickly resolve customer issues.
- Gather customer feedback and relay it internally so New Relic can provide better services.
- As a specialist in a specific business domain, lead team members on industry-specific challenges, promoting the pursuit and expansion of individual and team potential. Provide planned skill development and ensure everyone has the opportunity to do their best work.
**This role requires**
- Professional experience designing and developing applications (backend and/or frontend)
- Professional experience building systems using public cloud services such as AWS, Azure, or GCP
- Professional experience troubleshooting systems running in production, including overall trouble management from problem detection to permanent resolution
- Experience proposing to and negotiating with customers or stakeholders in other internal departments
- Preferably 7+ years of experience in IT professional services, SaaS vendors, or Customer Success
- Experience successfully supporting large, complex customers and increasing customer satisfaction • Understanding of web/mobile application development and architecture • Ability to adapt technical concepts and features to business needs • Interest in customers' business success and ability to catch up quickly • Experience with cloud platforms such as AWS, Azure, or Cloud Foundry is a plus
- 3+ years of experience successfully leading people or teams and operating responsive software support.
- Ability to clearly explain the importance of customer experience, bridge the gap between business needs and technical details, and involve others to achieve better results.
- Demonstrated communication, people management, and coaching skills.
- Data collection, analysis, and interpretation skills, plus a passion for identifying, defining, and solving problems.
**Bonus points if you have**
- Experience leading a project involving multiple people
- Experience presenting externally, such as speaking at events or giving seminars
- Experience providing technical coaching and skill development to engineers inside or outside the company
- Ability to read and write English, or to communicate in English, is a further plus
Please note that visa sponsorship is not available for this position.
#LI-RT2
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)