Associate Account Manager

Your Opportunity

At New Relic, we believe in a virtuous cycle where customer success fuels improved revenue performance. Our Associate Account Manager role is an integral support function within our pod structure that sits at the intersection of Customer Success, Sales, and Product. Focused on supporting the retention and health of our existing customer base, you will work alongside Account Managers and Account Executives to drive customer adoption, manage operational workflows, and assist with renewals.

If you are passionate about building strong customer relationships, eager to grow in a quota-carrying environment, and looking to build a foundation in tech sales or customer success, this is the role for you!

What You'll Do:

Drive Revenue & Retention Support

• Pod Collaboration: Act as an operational and tactical contributor within a unified pod structure. Assist Account Executives and Account Managers with whitespace analysis, scheduling and organizing enablement sessions with Technical Success Managers, and preparing materials to help uncover new growth opportunities.
• Renewal & Account Operations: Support the execution of contract renewals for direct and partner-managed agreements. Maintain regular check-ins with operational decision-makers, champions, and end-users.
• Churn Mitigation Support: Help monitor account health, usage patterns, and BCM burn rates. Flag "at-risk" or low-engagement accounts early to senior team members and help execute strategic action plans to drive customer satisfaction.
• Expansion Assistance: Assist in identifying basic upsell and cross-sell opportunities, supporting Pay-As-You-Go (PAYG) customer outreach, and helping convert usage into expanded subscriptions.

Cultivate Customer Success & Adoption

• Customer Journey Support: Partner with Account Executives on key customer milestones, helping handle day-to-day administrative and account support queries.
• Review & Planning Coordination: Help coordinate schedule logistics, slide decks, and data preparation for Customer Business Reviews (CBRs), Account Plans, and renewal discussions.
• Adoption & Onboarding: Assist during customer onboarding phases by organizing Account Health Checks, tracking Business Value Assessments, and scheduling customer enablement sessions.
• Cross-Functional Advocacy: Partner with Sales, Operations, Customer Solutions, Legal, and Collections to help resolve routine customer issues and navigate administrative processes.

Strategic Execution & Data Analysis

• Value Communication: Develop proficiency in articulating New Relic’s value proposition and product messaging in client-facing communications.
• Data & Pipeline Hygiene: Analyze customer usage data and assist in pipeline reporting. Maintain accurate record-keeping in Salesforce, ensuring buying programs, renewal dates, contact information, and sentiment are kept up to date.

This Role Requires:

• Prior exposure or background in customer success, sales operations, account management, or business development (SaaS industry preferred).
• Foundational understanding of quota support, contract administrative processes, or renewals.
• Strong interpersonal skills with the ability to build rapport with key technical and operational contacts.
• Analytical mindset with experience working with basic datasets (e.g., usage metrics, CRM data) to report on account activity.
• Excellent written and verbal communication skills, showing strong team collaboration and customer empathy.
• Strong organization and time-management skills, with a track record of multi-tasking effectively.
• Proficiency in Google Workspace, Salesforce (or similar CRM), MS Excel, and PowerPoint.

Bonus Points:

• Basic familiarity with Observability, Application Performance Monitoring, or DevOps.
• Familiarity with consumption-based business models.
• Exposure to structured sales methodologies (e.g., Challenger Sale, Command of the Message, MEDDPICC).
• Eagerness to learn and develop into a full quota-carrying Account Manager role.
• Proficiency in European languages is welcome.

Please note visa support or sponsorship is not available for this position

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