Support Customer Experience Manager

Req ID- FY25|COS|#6415- Location(s)- Singapore, Singapore;- Work arrangement(s)- Hybrid (works from home and New Relic office throughout the week)- Your opportunity- We are looking for the right person to join our Global Technical Support team to work closely with teams and individuals across the company to creatively and relentlessly solve customer problems to ensure a successful customer experience.- What you'll do- We need an outstanding individual to lead the escalation management process, and to facilitate a positive support experience for our highest priority customers. This role will showcase your expertise across a wide range of skill sets including problem-solving, decision making, critical thinking, organization and prioritization, and cross-team collaboration.In addition to technical support experience, we are looking for people who can demonstrate advanced communications and incident management skills, have broad experience with Enterprise account management and who have a solid understanding of web-based technologies.**Escalation Management**
- Act as an escalation point for field and sales teams for high-priority customer issues; providing ownership and strategy to all engaged parties ranging from technical support engineers to product managers and executive leadership.
- 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. Use information to report status back to customers and internal stakeholders in status updates/meetings/reports.

**Customer Advocacy**
- Champions customer feedback within the appropriate teams to improve the customer experience and support long-term relationship goals.
- Assesses & evaluates the criticality of the situation, understands and conveys business impacts of key problems, and consistently reports back on current status to key partners.
- This is not your average support team. We are highly collaborative and support one another in everything we do. We are growing, constantly improving, and strive to add more value to our customers and partners.
- This role requires- 3+ years of technical account management or technical support experience within the high tech industry
- Excellent organizational and interpersonal skills
- Strong presentation & negotiation skills
- Ability to work autonomously, with the awareness to raise visibility when appropriate.
- Superb communication, interpersonal, analytical, and organizational skills;
- High level of emotional intelligence
- Bachelor's degree or equivalent
- Bonus points if you have- Specific experience with Application Performance Management (APM)
- Experience with Salesforce or other CRMs
- A familiarity with observability platforms is a plus

**Our hiring process**

Qualified applicants may inquire about visa sponsorship. This position is to be filled as soon as possible.

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 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.
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