New Relic

Your opportunity

New RelicではTechnical Account Manager/CSMを募集しています。

Technical Account Manager/CSMは、New Relicを購入頂いた顧客に対して、ユーザー環境への適合度と満足度を高めて継続的に利用頂くようにします。 またお客様と一緒に素晴らしいオンボーディング体験を提供し、New Relicの価値を十分に認識して頂きながら、お客様がビジネス目標を達成できるようにします。

New Relicは世界中のお客様から多くの喜びの言葉を頂いており( https://newrelic.co.jp/about/customers) 、この素晴らしい活動を継続し、より多くのお客様を支援するために、より多くのTechnical Account Manager/CSMのメンバーが必要と考えています。

このロールでは、購入後のお客様の成長を助けながら信頼関係を築き、お客様の成功とビジネス業績の改善を好循環で回していくというカスタマーサクセスの原則を体現し、面白いキャリアを作る事ができます。New Relicでは、継続的に行っている活動で多くの成功実績もあります。もしお客様と密に働く事が好きで、このポジションに興味がある、もしくは以前に同様なポジションで活躍されていた方がいれば、是非お話をさせてください。

Technical Account Manager/CSM Organization is tasked with ensuring that each and every customer has a wildly successful relationship with New Relic.

We are doing an amazing job already (check out some of our customer’s tweets - http://newrelic.com/about/customers) and we need your help to continue this great work and to continue to grow our business.

We are looking for a high-energy and passionate individual to join our growingTechnical Account Manager/CS team. You understand the value of nurturing customer relationships; you advocate the principle of a virtuous cycle of customer success and improved revenue performance. If you love working with customers and have thrived in a role like this before, then we want to talk to you!

This role will engage with our most meaningful customers post-sales, drive user adoption and satisfaction ensuring high retention. You will work with customers to deliver an extraordinary on-boarding experience, realize the full value of New Relic and ensure that they achieve success in their business goals.

What you'll do

• 7年以上のITプロフェッショナルサービス、SaaSベンダーもしくはCustomer Successに関連する経験があることが望ましい
• エンタープライズの大規模で複雑なお客様支援を成功に導き、顧客満足度を高めた経験
• Web/Mobileアプリケーションの開発やアーキテクチャに関する理解
• 技術的な概念や機能をビジネスニーズに適応させる能力
• お客様のビジネスの成功に興味を持ち、迅速にキャッチアップする
• AWS、Azureなどのクラウドプラットフォームやプログラミング開発、運用監視設計の経験がある方は優遇
• ネイティブな日本語能力
• Work with customers to ensure on-boarding, user adoption, retention and overall success
• Impart technical leadership & direction on all aspects of New Relic’s products & services
• Assist in training customers on using New Relic to troubleshoot real time performance issues
• Track accounts to identify churn risk and work proactively to eliminate that risk
• Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering, etc.
• Function as the voice of the customer and provide internal feedback on how New Relic can better serve our customers
• Maintain & gain knowledge of the languages & technologies supported by New Relic

This role requires

• お客様のオンボーディング、ユーザー環境への適用、そして継続的な利用を確実なものとし、お客様を成功へ導きます。
• New Relicの製品とサービスの全ての面で技術的なリーダーシップを発揮します
• New Relicを利用したリアルタイムパフォーマンスの問題解決をできるようにお客様のトレーニングを支援します
• お客様の状況を見ながらサービス解約のリスクを特定し、そのリスクを排除するために積極的に取り組みます
• 他のTechnical Support EngineerやSolution Consultant, Salesなどと連携してお客様の問題を迅速に解決します
• お客様の声を拾い、New Relicがより良いサービスを提供するために内部にフィードバックを伝えます
• 6 + years relevant work experience preferably with a professional IT services company or SaaS software provider
• Experience successfully leading large, complex, global customer engagements to completion and customer satisfaction
• Proficient understanding of Web/Mobile app development & architecture
• Strong ability to align technical concepts & features to business needs
• Ability to learn and adapt quickly in a fast-growing, dynamic environment
• Bilingual communication skills: fluent Japanese and proficiency in basic English
• Bachelor's Degree or equivalent

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

Qualified applicants may inquire about visa sponsorship (including transfer of a current H-1B visa), but the company does not support or sponsor O-1, F-1, or J-1 visas, or candidates who require commencement of an H-1B "cap case" petition for future work authorization. This position is to be filled as soon as possible.

#LI-Hybrid

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to resume@newrelic.com.

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.

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.

Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy