Amanda Goldberg

Customer Experience Manager, Global Technical Support @New Relic

Named account member on 30 top tier Enterprise Accounts facilitating frictionless customer experiences with our Technical Support Team. Responsibilities include ticket prioritization, high alert and escalation management, and quarterly business reporting.• Conduit between Field, Product, and Support Teams to resolve escalated and critical customer issues as efficiently and seamless as possible by aligning customer impact with Product roadmaps. • Manage service incidents and Root Cause Analysis documentation, coordinating and reviewing Product and Legal Team’s issue documentation for customers. • Researched, designed, and implemented a two hour training for our Global Technical Support team on phone soft skills including de-escalation and time management techniques.