Associate Technical Success Manager

New Relic; Dublin; On-site; EUR 50,000 - 70,000; Full time

Job summary

New Relic is seeking an Associate Technical Success Manager in Dublin, Ireland. This role focuses on building technical relationships with enterprise customers, ensuring value realization through effective onboarding, training, and support.

The ideal candidate will possess foundational technical skills, strong communication abilities, and a proactive approach to problem-solving. Join us to empower customers and enhance their experience with our innovative platform.

Qualifications

• Foundational knowledge of Kubernetes, cloud environments, and observability platforms.
• Initial experience or strong interest in technical customer-facing roles.
• Ability to communicate technical concepts clearly.
• Ability to build positive relationships with stakeholders.
• Proactive, problem-solving approach to customer challenges.
• Ability to collaborate effectively within a team environment.

Responsibilities

• Guide customers during onboarding and address hurdles to drive consumption.
• Lead training sessions and create resources for users.
• Design and execute Mutual Activity Plans with clear milestones.
• Use insights from interactions for business reviews.
• Engage proactively with customers to mitigate churn risks.
• Build strong connections with technical stakeholders.
• Keep users informed about new features and provide refresher training.
• Support the identification and development of expansion opportunities.
• Work with stakeholders to quantify the impact of solutions.

Skills

Technical Proficiency

Customer-Facing Aptitude

Effective Communication Skills

Relationship Building

Solution-Oriented Mindset

Collaborative Team Player

Tools

Kubernetes

AWS

Azure

Google Cloud Platform

Java

PHP

.NET

Ruby

Node.js

Python

SQL scripting

Job description

At New Relic, we build an intelligent platform that empowers companies to thrive in an AI‑first world by giving them unparalleled insight into their complex systems.

The Associate Technical Success Manager will be responsible for the technical relationship with our largest enterprise customers, acting as their technical champion with accountability to drive customer adoption and value realization with our platform.

What you’ll do

• Guiding Customer to Initial Committed Consumption: Work alongside customers during the onboarding process, understand their needs, and guide them through onboarding best practices. Monitor adoption, address hurdles, and proactively drive consumption and usage across our customer accounts to improve the customer experience and increase adoption.
• Owning User Success through Training and Enablement: Lead personalized training sessions and create resources such as documentation, videos, and articles to empower users to fully leverage New Relic solutions. Promote a culture of continuous learning and development.
• Managing Mutual Activity Plan Milestones: Design and execute Mutual Activity Plans tied to value/outcomes. Set clear project milestones, adjust plans as necessary, celebrate customer achievements, and address deviations promptly.
• Providing Customer Business Review Inputs: Use insights from customer interactions and data analytics to contribute valuable information for business reviews and identify successes, challenges, and growth opportunities.
• Maintaining Committed Consumption Levels: Engage proactively with customers to mitigate churn risks by demonstrating ongoing value and addressing concerns promptly.
• Owning Technical Relationships: Build strong connections with technical stakeholders, understand their challenges and goals, and advocate for them within New Relic.
• Facilitating Ongoing User Training: Keep users informed about new features and enhancements and provide refresher training to ensure continued proficiency and satisfaction.
• Supporting Business Case Development for New Opportunities: Work with sales to identify and develop expansion opportunities, using success stories and ROI evidence to support business cases.
• Supporting Measuring and Communicating Value to Technical Stakeholders: Work closely with technical decision‑makers, quantify the impact of New Relic’s solutions on their business, and provide regular reports and dashboards showcasing value metrics.

This role requires

• Technical Proficiency: Foundational knowledge of Kubernetes, familiarity with cloud environments (AWS, Azure, or Google Cloud Platform), and/or observability platforms. Hands‑on experience or understanding of a programming language such as Java, PHP, .NET, Ruby, Node.js, Python, or SQL scripting.
• Customer‑Facing Aptitude: Initial experience or strong interest in technical customer‑facing roles, such as technical support, junior solutions engineering, or technical account management, preferably within the SaaS or technology sector.
• Effective Communication Skills: Ability to communicate technical concepts clearly to diverse audiences, including non‑technical stakeholders, through verbal and written channels. Ability to review business requirements and contribute to internal sessions to help outline project timelines and action plans.
• Relationship Building: Ability to develop and maintain positive relationships with technical stakeholders and advocate for them internally.
• Solution‑Oriented Mindset: A proactive, problem‑solving approach to customer challenges with a strong commitment to learning and ensuring customer satisfaction.
• Collaborative Team Player: Ability to collaborate effectively within a team environment and work alongside sales, product development, and support teams to contribute to customer success.

Please note that visa sponsorship is not available for this position.

Candidate evaluation is based on qualifications, irrespective 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.