Director, Expert Services
New Relic
London, United Kingdom
13d ago

Portland, Oregon

New Relic Expert Services uses our technical expertise and business sense to ensure our high-value customers are able to grow their business by leveraging the full scope of New Relic’s product suite.

They are both a trusted advisor and solution architect.

We are now looking to grow our Expert Services organization by adding a trailblazer to direct and guide this incredible team.

You will define and improve the processes used by the Expert Services team to continue our success through a period of exponential growth, mentoring your team to reach even greater heights.

The successful candidate has a proven track record of building and developing technical teams and has worked extensively in the post-

sales technical space. The right candidate has the correct mix of technical prowess and a hands-on leader.

Some of the things you’ll be responsible for :

  • Drive customer success by providing oversight, adoption recommendations, opportunities for greater service.
  • Develop and mentor Solutions Architects to ensure that customers are blown away by the quality of our account team
  • Understand customer needs and scope out engagement details
  • Drive repeatable best practices to scale the organization
  • Improve the scalability & efficiency of our technical integration and account management process
  • Communicate proactively with customers and internally within your team, managing risks and issues escalating upwards as needed
  • Solve tricky integration and product questions / issues and coordinate resolutions, including technical troubleshooting of customer issues
  • Partner with Sales and customer service to identify revenue prospects and opportunities to increase our high value service impact
  • and that’s just the beginning!
  • The right candidate will likely have :

  • 10+ years of IT industry related experience, preferably with a professional IT services company or software provider, with at least 5+ years experience of people management
  • Previous experience in application performance optimization, tuning, and / or triaging performance problems in Web and Mobile applications
  • Strong track record of working in a customer-facing environment and driving initiatives for improving customer satisfaction
  • Detail-oriented with the ability to set priorities and be flexible in a changing environment
  • Strong organizational, project management and risk assessment skills
  • Specific experience in Application Performance Management (APM) concepts
  • Development experience in one or more of the following languages Java, .Net, Ruby, C / C++, Python, Node.js, PHP
  • Strong open systems application and infrastructure knowledge
  • Strong grasp of Cloud based application deployment architectures
  • Clear understanding of network and system management solutions
  • Excellent critical thinking, analytical, and presentation skills
  • Excellent verbal, written, and interpersonal communication skills
  • Bachelor's Degree in Computer Science or a related field. Master's degree a plus.
  • Please note, this position is not eligible for visa sponsorship.

    To get started, click on the link below. To fast track your application, let us know in your cover letter why this job, product, and / or company is of particular interest to you.

    We look forward to talking!

    At New Relic, we hire people who are eager to contribute to our culture, and we empower them to do just that. We take pride in thinking beyond our day-

    to-day job descriptions, and encourage you to actively seek out opportunities to create the type of work environment that you want to be a part of.

    What does this look like in action? You should be ready to be a culture add to New Relic and spend 5% of your time finding meaningful ways to make this an even better place to work.

    A little about us :

    New Relic provides the real-time insights that software-driven businesses need to innovate faster. New Relic’s cloud platform makes every aspect of modern software and infrastructure observable, so companies can find and fix problems faster, build high-

    performing DevOps teams, and speed up transformation projects. Learn why more than 50% of the Fortune 100 trust New Relic at

  • New Relic is a San Francisco Best Places to Work award winner, an Oregon Top Workplace award winner, named a leader in the Gartner’s 2012, 2013, 2014, 2015 & 2016 Magic Quadrant for APM companies, a Top 100 OnDemand Company, Best of SaaS (THINKStrategies), Top 100 Coolest Cloud Computing (CRN);
  • 10 Cloud Management Companies to Watch (NetworkWorld) the list of accolades goes on. More important than all of that : we provide challenging work, opportunities to learn, high quality teammates, a standard-

    setting product, and a company on the move.

    Our office is in the tech mecca of Portland, with easy commute access and a plethora of good eats and great coffee. We provide competitive compensation including equity and big-

    company benefits (medical, dental, etc.) all while maintaining the energy, agility and fun of a start-up.

    New Relic is most decidedly 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, age, sexual orientation, veteran status, or any other characteristic protected by law.

    Note : Our stewardship of the data of thousands of customers’ means that a criminal background check is required to join New Relic.

    Interested in the details of our privacy policy? Read more here :


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