Associate Customer Advocate Associate Customer Advocate with verification
Your opportunity
We have an outstanding opportunity for the right individual to join a customer centric, upbeat and highly motivated group of individuals, as a member of our Customer Advocate team!
With this team we bring the best of customer success methodology to deliver positive business outcomes for our customers and business. We drive customer retention and expansion and increase adoption of the New Relic Platform for our Growth customer base. The work we do is pivotal to the evolution of our product-led, growth sales model.
If this sounds like the right fit, let's talk!
What you'll do
Drive Retention - Answer cases requests from our paid PAYG customers & mitigate churn.
Increase Adoption - Support customer onboarding and facilitate customer education and enablement.
Improve Customer Relationships - Engage with accounts at key moments in the customer journey & be their voice within New Relic.
Lead the Dunning Process: Oversee the Dunning cadence, a proactive outreach effort aimed at ensuring customers clear outstanding payments from the previous month. The goal is to ensure customers pay for services they have utilized and maintain uninterrupted access to our offerings. This includes coordinating communication with customers, monitoring payment statuses, and collaborating with internal teams to ensure smooth payment recovery.
This role requires
1-2 years of experience in a Customer facing sales, renewals or customer success role in the SaaS industry
Building, analyzing, and interpreting datasets
Interacting with internal and customer teams at various levels of technical and non-technical depth
Identifying key goals and steering customers with value based discussions
Using and learning new software - Bonus - experience with G Suite, Salesforce (Sales Cloud, Service Cloud, etc.), Groove, Periscope, etc.
Bonus points if you have
Background in observability/ performance monitoring / DevOps/ consumption based platforms
Contributed to building a scale CS function
Project Management Experience - Bonus - PMP qualification
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 visit https://newrelic.avature.net/accommodations 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.
Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy.
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