Customer Success Strategist
hace 1 mes
At Dynatrace, we're seeking a highly skilled Customer Success Engineer to join our team. As a key member of our customer success organization, you will be responsible for ensuring our customers achieve their desired outcomes and maximize the value of our products.
Key Responsibilities:- Triage and Resolve Complex Issues: Utilize your technical expertise to troubleshoot and resolve complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.
- Strategic Planning: Collaborate with customers to develop strategic plans that align with their technical objectives and long-term goals.
- Subject Matter Expertise: Provide guidance and advice to customers as a subject matter expert, ensuring successful ongoing usage and adoption of our products.
- Customer Advocacy: Act as a customer advocate, understanding their goals and use cases, and suggesting process improvements, product adoption, and configuration to meet their requirements.
- Training and Education: Deliver web-based training to user groups to support organizational adoption and ensure customers have the necessary skills to get the most out of our products.
- Discovery and Education: Identify opportunities for Dynatrace usage across organizational functions and processes, and provide education and guidance to customers on best practices.
- Coaching and Development: Provide coaching and development opportunities to CSEs to help them grow in their technical knowledge and personally.
- Frontline Technical Resource: Function as a frontline technical resource for best practices and informal customer questions.
- Cross-Functional Collaboration: Engage with customer support, product management, and R&D to ensure speedy resolution of customer issues and provide insights and advice to technical teams.
- Success Planning: Help customers and account teams develop success plans, enablement advice, and provide insights on support ticket trends and themes.
- Education: Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
- Work Experience: 4+ years of experience in a technical role, with a strong background in software development, cloud computing, and IT service management.
- Leadership and Mentorship: Demonstrated ability in leadership, mentorship, and organizational behavior, with a track record of going above and beyond for your team and customers.
- Technical Expertise: Strong technical understanding and experience in SaaS industry, with a focus on cloud computing, DevOps, and IT service management.
- Certifications: Professional Level Dynatrace certification, and two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, ...).
- Unified Observability and Security: Dynatrace is a leader in unified observability and security, providing a culture of excellence with competitive compensation packages designed to recognize and reward performance.
- Cutting-Edge Technologies: Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
- Customer Success: We're committed to helping our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
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