Technical Account Manager

Technical Account Manager Technical Account Manager Technical Account Manager II Req ID FY|S&M|#7 Location(s) Brisbane, Australia; Work arrangement(s) Hybrid (works from home and New Relic office throughout the week) Your opportunity If you have that special mix of DNA that makes an extraordinary Technical Account Manager – the blend of customer-facing skills and technical prowess – then we are a match made in heaven!You will be a technical consultant and trusted advisor for New Relic’s customers in Australia and New Zealand. You’ll help them super-charge their observability practices by demonstrating value, sharing best practices and fast-tracking their adoption of the platform! As an in-house New Relic product specialist, you will drive the technical customer relationship and act as a customer advocate throughout their lifecycle.You’ll work closely with our Field Sales team to strategize and plan customer engagements and share your technical product expertise with customers through custom demos and presentations, technical evaluations, onboarding and enabling customers on the New Relic platform, and sharing ongoing technical mentorship and best practices.This position requires a strong technical background, a passion for continuous learning, customer management skills, and a track record of both understanding customer business objectives and performing technical work as needed. The ideal candidate should have a passion for problem-solving, learning something new every day and demonstrating the art of the possible. What you’ll do

Take technical ownership of the entire customer lifecycle where you will develop and implement strategies to increase usage, adoption, and growth.

Develop deep expertise with the New Relic platform to build a technical advisor relationship with customers and recommend solutions to meet customers’ needs.

Own continuous self-enablement and training on any current and emerging technical and sales best practices

Deliver compelling technical demonstrations and presentations to showcase the business value of the New Relic platform.

Collaborate cross-functionally with Sales, Technical Support, Product and Engineering teams to deliver best-in-class outcomes to customers.

Contribute to delivering strategic success plans, QBRs, and provide inputs to support tickets and feature requests.

Function as a vital link between our customers and internal teams to proactively manage customer expectations, identify gaps, lead all aspects of client interaction, and provide training and enablement with devs/tech users to drive adoption.

Document moments of value and success stories to help drive value-based discussions.

Identify and help to resolve complex business/technical issues.

Accelerate customer onboarding to the New Relic platform.

Record and update customer engagements in Salesforce.

Proactively understand and manage customer usage metrics and opportunities for improvement.

Introduce Observability Maturity Architecture and contribute to customer value plans.

Identity opportunities to engage partners at opportune times for strategic SOWs.

Create strong customer relationships and nurture current and future New Relic champions.

Deliver roadmap updates and enable customers on new capabilities added to the New Relic platform.

This role requires

3+ years of professional experience in a suitable technical role, including managing internal and/or external clients

Cloud platform experience, such as AWS, Azure, or Google Cloud

Strong knowledge of, or hands on experience working with, programming languages including Java, PHP, .NET, Ruby, Python, etc.

Excellent client management skills, bias for action, taking accountability, a validated ability to perform hands on technical work when needed, and ability to lead projects and global teams.

Ability to analyse & interpret business requirements and customer interactions to anticipate and guide client needs.

Ability to proactively handle customer expectations and lead all aspects of customer communications throughout the customer lifecycle.

Be a self-starter with an entrepreneurial spirit and an interest in quickly adapting to new systems and processes

Understanding of value-based selling in customer-facing roles.

Bonus points if you have

Experience in Technical Account Management, Presales or Solution Architecture strongly preferred.

Prior experience with New Relic, Kubernetes or DevOps toolchains.

Understanding of current observability tooling, solutions, and methodologies.

Please note that visa sponsorship is not available for this position.

We’re looking for bold and passionate people to be a part of our mission to help every engineer do their best work, every day, using data, not opinions, at every stage of the software lifecycle. 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. Flex First allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.
Read more about Flex First.
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.

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. 

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