Manager, Customer Advocate
Location
Bangalore | India
Job description
Your opportunity
Our Inside Sales Success team is passionate about driving relationships with our customers to achieve maximum value from their New Relic solution. We are looking to add a Manager, Inside Sales Success to manage a team of expert Inside Sales Success Managers and help us continue to deliver on our mission!
This role is responsible for refining customer experience and ensuring the product experience is also enriching. As first line manager, you will coach and develop Customer Advocates. You will lead your teams to meet their quota attainment and personal objectives by mitigating churn through cross-selling or upselling. We need this person to combine both strategy and execution to ensure our customers achieve maximum overall value while building trusted customer partnerships. This manager will manage a team of approximately 8 Customer Advocates that are managing our top accounts both within New Relic's Subscription business and Renewals.
You will report to the Sr. Manager of Inside Sales and Success and work closely with other customer-facing teams such as Sales, Support and Services.
What you'll do - Manage a team of Customer Advocates to deliver monthly goal-attainment.
- Provide leadership and direction to a high-performance team – including hiring, training, and pace setting.
- Collaborate with your Sr. Manager regarding the post-sales process for our largest and most strategic customers within renewals & subscription (PAYG) business.
- Find innovative and creative ways to improve and increase performance.
- Track accounts to identify early risk factors, and develop and implement risk mitigation plans.
- Provide weekly renewal forecasting to your Sr. Manager.
- Directly manage any customer escalations to ensure any account issues are resolved swiftly, applying resources from across Technical Support, Sales, Engineering, etc.
- Craft 'best practice processes' that will continually improve the efficiency of customer value realization, adoption, and expansion at scale.
- Contribute to thought leadership and standard methodology, both internally and externally, around business transformation.
This role requires - At least 2+ years of direct management experience of account management/customer success/Professional Services teams, with a track record of success
- Previous experience as a top-performing account manager or sales executive
- Demonstrated success in achieving team quotas through the sale of new products and/or upgrades
- You have a passion for coaching, motivating, and mentoring others.
- Highly effective communicator with good people instincts - able to build trust and work well with a diverse group inside and outside the company
- Enthusiastic for a very hands-on role, where you'll be asked to take on and run with a range of projects outside your comfort zone, and learn quickly
- High integrity individual who's eager about building a great organization for the long term
- You're an Analytical thinker and know how to turn metrics into decisions, and can present data in an impactful way
- Ability to learn and adapt quickly in a high-growth, dynamic environment
- Previous SaaS and enterprise software experience
Bonus points if you have - Detailed experience and knowledge of SaaS software development, deployment, and maintenance practices
- Shown experience working with cross-functional teams to provide the best possible experience for customers
- Bachelors Degree or equivalent
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 are interested in a position and require a reasonable accommodation to complete any part of the application or recruiting process, please visit to submit your request.
Our hiring process Please note that visa sponsorship is not available for this position.
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.
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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