Customer Experience Manager
4 weeks ago
We are seeking a highly skilled Customer Experience Manager to join our Global Technical Support team at New Relic, Inc. This role will involve leading the escalation management process, facilitating a positive support experience for our highest priority customers, and showcasing expertise across a wide range of skill sets.
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 in status updates/meetings/reports.
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.
A familiarity with observability platforms is a plus.
About 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.
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