Technical Account Manager

Req ID- FY24|S&M|#5090- Location(s)- Sydney, 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 heavenYou 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.-
- 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.
- Build 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
- Solid understanding of, or hands on experience working with, programming languages including Java, PHP,.NET, Ruby, Node.js, 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 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.

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