Customer Success Manager

Customer Solutions Tokyo, Japan


Description

New Relic
Customer Success Manager
Tokyo, Japan

 

New RelicではCustomer Success Managerを募集しています。

Customer Success Manager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(http://newrelic.com/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Customer Success Managerチーム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Customer Success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、是非話をしましょう。


応募条件:

  • 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
  • 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、Cloud Foundryなどのクラウドプラットフォームの経験がある方は優遇


業務内容:

  • 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


Your Opportunity

Our Customer Success 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 growing Customer Success 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

  • 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

Your Qualifications

  • 7+ 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 business English
  • Bachelor's Degree or equivalent

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

About Us

New Relic (NYSE: NEWR) is the industry’s largest and most comprehensive cloud-based instrumentation platform built to create more perfect software. The world’s best software and DevOps teams rely on New Relic to move faster, make better decisions and create best-in-class digital experiences. If you run software, you need to run New Relic. We’re proudly trusted by more than 50% of the Fortune 100.

Founded in 2008, we’re a global company focused on building a culture where all employees feel a deep sense of belonging, where every ‘Relic’ can bring their whole self to work and feel supported and empowered to thrive. We’re consistently recognized as a distinguished employer and are committed to building world-class products and an award winning culture. For more information, visit newrelic.com.

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.

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 an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.
Interested in the details of our privacy policy? Read more here: https://newrelic.com/termsandconditions/applicant-privacy-policy

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