Support Customer Experience Manager

2 days ago


Singapur, Singapore New Relic, Inc. Full time
Job Title: Support Customer Experience Manager

We are seeking a highly skilled and experienced Support Customer Experience Manager to join our Global Technical Support team. As a key member of our team, you will be responsible for leading the escalation management process and providing a positive support experience for our highest priority customers.

Key Responsibilities:
  • Act as an escalation point for field and sales teams for high-priority customer issues, providing ownership and strategy to all engaged parties.
  • Showcase effective communication style that adjusts based on audience: customers, executive leadership, and peers.
  • Work with Development and Product Management teams to prioritize customer bugs and support requests, using information to report status back to customers and internal stakeholders.
Requirements:
  • 3+ years of technical account management or technical support experience within the high-tech industry.
  • Excellent organizational and interpersonal skills.
  • Strong presentation and negotiation skills.
  • Ability to work autonomously, with awareness to raise visibility when appropriate.
  • Superb communication, interpersonal, analytical, and organizational skills.
  • High level of emotional intelligence.
  • Bachelor's degree or equivalent.
Preferred Qualifications:
  • Specific experience with Application Performance Management (APM).
  • Experience with Salesforce or other CRMs.
  • Familiarity with observability platforms.

We are an equal opportunity employer and welcome applications from diverse candidates. If you require a reasonable accommodation to complete any part of the application or recruiting process, please visit our website.



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