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Responsibilities
Your opportunityAt New Relic, we believe in a virtuous cycle where customer success fuels improved revenue performance. Our Account Manager role is a pivotal function of an updated pod structure that sits at the intersection of Customer Success, Sales, and Product. Focused squarely on securing and growing our existing revenue base.We are seeking an Account Manager to join our team and make a positive impact in the continued success and growth of our organization. In this critical role, you will be a driver of retention, adoption, and expansion. Strong leadership ensures positive relationships and alignment across Product, Marketing, and Sales, and Support.What you'll doYou will utilize your skills in customer success, renewals, and sales methodologies to exceed customer expectations and deliver value across multiple key performance indicators.Drive Revenue & RetentionPod Collaboration: In partnership with the Account Team, you will function as a secondary seller within a unified pod structure. This role is essential in supporting the Account Executive (Core Seller) through seamless cross-functional alignment and collaborative deal execution. You will review areas of opportunity (whitespace analysis), organize and manage enablement sessions with Technical Success Managers, and in partnership with the Solutions Consultants, help drive new growth opportunities for Account Executives.Secure & Negotiate Renewals: Build positive relationships with customers including economic buyers, decision-makers, champions and end-users, negotiating contracts for direct and partner managed agreements.Mitigate Churn: Proactively identify accounts running "cold" and/or at risk (downgrades, churn, low BCM Burn Rate) and develop strategic plans to mitigate uncertainty, drive customer satisfaction, increase consumption, and maintain high renewal rates.Deliver Expansion: Grow revenue at renewal time and throughout the customer lifecycle. Increase Billable Consumption Metric (BCM) for current subscription customers and convert Pay-As-You-Go (PAYG) customers through sub-account prospecting and finding new upsell opportunities.Cultivate Customer Success & AdoptionImprove Customer Relationships: Collaborate with Account Executives on accounts at key moments in the customer journey, becoming their voice within New Relic.Coordinate Customer Business ReviewsContribute to Account PlansComplete the Renewal Process & DiscussionsIncrease Adoption: Support customer Onboarding and strengthen product knowledge through:Account Health ChecksBusiness Value Assessments Enablement SessionsAdvocate & Resolve: Collaborate with departments (Sales, Operations, Customer Solutions, Legal, and Collections) to resolve customer issues and advocate on their behalf.Strategic Execution & Data AnalysisValue Articulation: Effectively communicate company messages and our value proposition, both verbally and in writing.Data-Driven Strategy: Use strong analytical skills and experience working with data to professionally advise strategy, identify industry trends, and inform economic buyers and decision-makers.Operational Excellence: Maintain an accurate customer master record, including buying programs, contract renewal dates, customer contact information, and sentiment. Ensure proper Salesforce hygiene with thorough, accurate, and up to date information for all your accounts, opportunities, and contacts.This role requires5+ years of experience in a quota-carrying role, managing renewals, or customer success role, closing large complex time-sensitive software contracts, preferably within the SaaS industry.Proven ability to build deep, strategic relationships with customer contacts at all levels of technical and non-technical depth, including senior leadership and C-Level Executives.Experience in building, analyzing, and interpreting datasets to accurately manage a pipeline for success.A track record of identifying key customer goals and steering value-based discussions that lead to growth and expansion.Excellent professional written and verbal communication skills that actively demonstrates true relationship-building, and the ability to work collaboratively with all internal and external points of contact effectively.Experience in mastering time management that yields retaining loyal customers and successfully renewing contracts early and on time.Experience using and learning new software (e.g., G Suite, Salesforce, Salesloft) MS Excel and PowerPoint presentations.Bonus points if you haveThorough background in Observability, Application Performance Monitoring, and/or DevOps.Experience with Consumption-based Selling and Platforms.Experience with multiple defined Sales Methodologies including, Challenger Sale, Command of the Message, and MEDDPICC.Contributed to building a scaled Customer Success function.Project Management Experience (e.g., PMP, CSM, or CSPO, certifications).Please note that visa sponsorship is not available for this position.New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, mental health benefits, a 401(k) plan and match, flex time-off, 11 paid holidays, volunteer time off, and other competitive benefits designed to improve the lives of our employees.
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