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 integrations.
Strategize on the overall technical objectives and long-term goals of the team.
Provide advice and guidance as a subject matter expert to ensure successful product usage, adoption, and growth of the customer’s footprint.
Advocate for customers by understanding their goals and use cases, and suggest process improvements, product adoption strategies, and additional features to meet their needs.
Deliver web-based training to user groups to support organizational adoption.
Identify opportunities for Dynatrace usage across organizational functions through discovery and education activities.
Coach TAMs to enhance their technical knowledge and personal growth.
Serve as a frontline technical resource for best practices and customer questions.
Collaborate with customer support to ensure quick resolution of issues, advocating for the customer.
Engage with Product Management on product roadmap discussions as a customer advocate.
Participate in and prepare for Monthly and Quarterly Business Reviews with customers.
Maintain current knowledge of Dynatrace products and services.
Document best practices for developing and using Dynatrace.
Partner with support engineers, PM, and R&D to expedite resolutions and communicate escalations, advocating for customers.
Provide insights and advice to technical teams to understand issues and workarounds.
Help customers and account teams understand support ticket trends to inform success plans and enablement.
Deeply understand customers’ infrastructure, architecture, and business/regulatory requirements to facilitate resolution.
Qualifications
Education : Bachelor's degree in Computer Science, Information Technology, or equivalent experience.
Work experience : 4+ years in relevant roles.
Experience with large enterprise customers and executive leadership.
Leadership, mentorship, and organizational skills.
Proven track record of exceeding expectations for team and customers.
Ability to manage relationships with VP/CxO level executives.
Exceptional English communication, organizational, and teamwork skills; ability to act swiftly and responsibly.
Excellent time management and self-direction.
Subject Matter Expert in Dynatrace technologies, methodologies, and related third-party technologies.
Willingness to learn new technologies and resolve complex issues.
Professional Dynatrace certification (or to obtain within six months).
At least two industry-relevant Associate Level certifications (AWS, Azure, Kubernetes, etc.).
Strong technical understanding and experience in SaaS industry.
Knowledge of technologies such as Cloud platforms (AWS, Azure, Google Cloud), Web/application servers, Mobile technologies, DevOps tools, and ITSM platforms.
Customer service orientation, teamwork, collaboration, adaptability, and initiative.
Proven success in strategic thinking and tactical execution with high customer satisfaction and retention in a fast-paced environment.
Additional Information
Why you will love to be a Dynatracer
* Dynatrace is a leader in observability and security.
* We offer a culture of excellence with competitive compensation.
* Work with top cloud providers and create strategic alliances.
* Use cutting-edge technologies, including AI, to modernize cloud operations and deliver secure software.
* Over 50% of Fortune 100 companies are customers.
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