Sr Technical Account Manager

Your role at Dynatrace

• Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values.
• Triage, diagnose, and provide solutions to complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.
• Strategize on the overall technical objectives and long-term goals of the team.
• Provide advice and guidance as the subject matter expert to ensure successful ongoing usage, adoption of the product, and foster growth of the customer’s footprint.
• Be the customer’s advocate by knowing their goals and use cases, then suggesting process improvements, product adoption, configuration, and additional features to meet their requirements.
• Provide web-based training to user groups to support organizational adoption.
• Undertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processes.
• Provide coaching to TAMs to help them grow in their technical knowledge and personally.
• Function as a frontline technical resource for best practices and informal customer questions.
• Engage with customer support as a customer advocate to ensure speedy resolution of customer issues.
• Engage with Product management as the customer advocate on product roadmap discussions.
• Participate and prepare for Monthly and Quarterly Business Reviews with customers.
• Maintain current functional and technical knowledge of Dynatrace products and services.
• Help to document best practices in developing and using Dynatrace.
• Partner with support engineers, PM, and R&D to help customers and account teams speed resolution.
• Help communicate, escalate, and advocate on behalf of the customer.
• Provide insights, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds.
• Help customers and account teams understand support ticket trends/themes to develop success plans, enablement advice, etc.
• Have a deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution.

What will help you succeed

Education :

• Bachelor\’s degree in Computer Science, Information Technology, or equivalent work experience.
• 4+ years of experience working with large enterprise customers, including executive leadership.
• Demonstrated ability in leadership, mentorship, and organizational behavior.
• A track record of going above and beyond for your team and customers.
• Ability to manage executive relationships and discussions (VP/CxO).
• Exceptional English written and verbal communication skills, organizational skills, and teamwork skills; ability to act fast and responsibly.
• Impeccable time management skills and the ability to self-direct.
• Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace.
• Willingness to learn new technologies and resolve complex technical issues.
• Professional Level Dynatrace certification (or obtain certification within six months).
• Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, etc.).
• Strong technical understanding and experience in the SaaS industry.
• Knowledge and experience with one or more of the following technologies related to Dynatrace: Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc.
• Web and application server technologies such as Apache, IIS, WebSphere, WebLogic, and JBoss; server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax.
• Mobile application technologies such as iOS and Android; DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.
• CMDB/ITSM technologies/platforms such as ServiceNow and BMC.
• Must be customer service-oriented and believe in teamwork, collaboration, adaptability, and initiative.
• Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment.

Why you will love being a Dynatracer

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.

#J-18808-Ljbffr