Manager, Customer Advocate

Manager, Customer Advocate

Req ID

FY24|S&M|#6103

Location(s)

Atlanta, Georgia, USA;

Your opportunity

Our customer advocate team is passionate about driving relationships with our customers to achieve maximum value from their New Relic solution. We are looking to add a Manager, Customer Advocate to manage a team of Customer Advocates and help us continue to deliver on our mission!

This role is responsible for managing a book of customer accounts, delivering high net retention, renewing contracts and upselling. Success needs to mitigate churn by cross-selling or upselling and contribute to company revenue goals. In this role, you will lead and strengthen your team, while working closely with other customer-facing teams such as Sales, Support and Services. We need this person to combine both strategy and execution to ensure our customers achieve maximum overall value while building trusted customer partnerships.

What you'll do

Lead the post-sales process for our largest and most strategic customers, with a focus on account and value realization planning, user and product adoption, satisfaction and ensuring high retention.
Contribute to thought leadership and standard methodology, both internally and externally, around business transformation.
Evangelize expansion and paid services opportunities in order to accelerate customer value.
Track accounts to identify early risk factors, and develop and implement risk mitigation plans.
Act as a point of escalation to ensure any account issues are resolved swiftly, applying resources from across Technical Support, Sales, Engineering, etc.
Maintain & gain knowledge of the technologies supported by New Relic.
Craft reusable materials that will continually improve the efficiency of customer value realization, adoption, and expansion.
Direct your team to develop strategic implementation plans that improve the time to value for customers, focusing on product adoption, customer satisfaction and business goals.

This role requires

BS/BA degree, applicable certification or equivalent related experience required.
8+ years demonstrated experience desirable plus the knowledge, skills,and abilities outlined above.
2-4 years people management experience.
Background of post-sale and sales experience
Previous customer enablement and training experience
Previous SaaS and enterprise software experience
Experience implementing and adapting general Customer Success methodologies across varying customer segments and go-to-market strategies.
Deep understanding of Customer Success metrics and how to measure them

Bonus points if you have

Detailed experience and knowledge of SaaS software development, deployment, and maintenance practices
Strong understanding of value drivers in recurring revenue business models
Ability to learn and adapt quickly in a high-growth, dynamic environment
Shown experience working with cross-functional teams to provide the best possible experience for customers
East coast time zone with access to airport for travel

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 visit https://newrelic.avature.net/accommodations to submit your request.

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

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 proud to be an equal opportunity employer. We foster a diverse, equitable, and inclusive environment, free from all types of discrimination, so our Relics can thrive. We hire people with different backgrounds, experiences, abilities and perspectives.

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.

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