Senior Customer Escalations Manager

**Your opportunity**
The Senior Customer Experience Manager is similar to that of the staff-level SCXM with the additional focus on “advanced” aspects of communications, coordination and mentoring across the organization. You engage cross-departmentally on escalated Support issues for New Relic’s high-priority customers. As a vital member of the Global Technical Support team, you facilitate cross-team communication and drive resolution of the most critical and complex technical support issues, own communication of sensitive/strategic Support communications and work across the organization to ensure a positive support experience. In the course of these duties you will model best practices and mentor the SCXM team on handling complex or difficult situations.

**What you'll do**
- Deliver on all the elements of the SCXM job description and...
- Senior SCXM-specific functions:

- Owns the coordination and alignment of other internal groups to provide customers with a unified and cohesive message for product deprecations, product updates, and large-scale customer-impacting announcements. Groups include CSM's, TAMs, Legal, Security
- Leads, with SCXM Management and Team Leads, to execute organizational and customer experience focused projects and process improvements
- Represents the “voice of the customer” in Product Management/Support cross-team meetings and provides guidance on customer communication needs for product changes
- Coordinates with Account Management/Sales teams to schedule and deliver trainings on SCXM team roles and responsibilities and appropriate escalation guidelines
- Manages and partners with account team for priority accounts - take an overview role to proactively identify issues and provide guidance to team members
- Mentors and and guides support engineers and SCXM, acting as an escalation for difficult or hard-to-manage issues from other SCXM team members or from other departments

**This role requires**
- You have a proven track record of mentoring team members and providing leadership for escalated accounts
- You have a demonstrated ability to identify mission critical issues and communicate effectively to internal account and executive teams
- You have a demonstrated ability to lead a project and see it through to completion
- You demonstrate effective presentation skills
- You are highly respected by peers and management for providing effective collaboration and partnerships

**Bonus points if you have**
- Experience as a Support Engineer in Enterprise or SaaS companies
- Experience using New Relic products
- Problem solving or development in React, React Native, iOS or Android

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 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**

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.