Senior Customer Success Engineer
3 weeks ago
Job Description
As a Senior Customer Success Engineer at Dynatrace, you will be responsible for building and maintaining strong relationships with our largest and most complex customers. Your goal will be to ensure the successful deployment and adoption of our products, providing expert guidance and support to help them achieve their desired business outcomes.
As part of our account team, you will work closely with our customers to define their strategic roadmap, enabling retention, renewal, and expansion of their Dynatrace relationship. You will also serve as a liaison between the customer and our Support and Product Management teams.
Responsibilities and Duties
- Provide exceptional customer service, going above and beyond to meet our customers' needs.
- Triage, diagnose, and resolve complex configuration issues with our products and integrations.
- Develop and implement strategic plans to drive customer adoption and growth.
- Collaborate with our customers to identify opportunities for process improvements, product adoption, and configuration.
- Provide training and education to our customers' user groups to support organizational adoption.
- Engage with our customer support and product management teams to ensure speedy resolution of customer issues and to provide feedback on product roadmap discussions.
- Participate in monthly and quarterly business reviews with our customers.
- Stay up-to-date with the latest developments in our products and services.
Qualifications
- Education: Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
- Work experience: 4+ years of experience in a related field.
- 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.
- Exceptional English written and verbal communication skills, as well as organizational and teamwork skills.
- Impeccable time management skills and the ability to self-direct.
- Demonstrated experience as a Subject Matter Expert (SME) for our technologies, methodologies, frameworks, and 3rd party technologies.
- Willingness to learn new technologies and resolve complex technical issues.
- Professional Level certification in our products (or get certified within six months).
- Two or more industry-relevant Associate Level certifications.
- Strong technical understanding and experience in the SaaS industry.
- Familiarity with one or more of the following technologies related to our products: cloud/new stack technologies, web and application server technologies, server-side technologies, mobile application technologies, DevOps toolchain applications, CMDB/ITSM technologies/platforms.
Additional Information
- 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.
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