Associate Customer Advocate

Renewals & Retention Analyst

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

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 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 Self serve 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 - Mitigate churn for our serve self subscription customers { Handling BoB for below $50K customers based out of EMEA} 
• Increase Adoption - Support customer onboarding and account health checks, facilitate customer education and enablement
• Deliver Expansion - Growing revenue throughout the customer lifecycle as well as increase CRR (consumption run rate) for PAYG (Pay as you go) Customers 
• Improve Customer Relationships - Engage with accounts at key moments in the customer journey & be their voice within New Relic

Your Qualifications

Must-have prior experience:

• At least 2-3 years 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.

Nice-to-have prior experience:

• 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 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.

New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.

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

Experience Level

Senior Level