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Technical Customer Success Strategist
hace 2 meses
Dynatrace is a leading unified observability and security company that provides a culture of excellence with competitive compensation packages designed to recognize and reward performance.
Salary Range$140,000 - $180,000 per year, based on location and experience.
Job DescriptionWe are seeking a Technical Customer Success Strategist to join our team. As a key member of our customer success organization, you will be responsible for developing and executing strategies to drive customer adoption, retention, and growth.
Key Responsibilities- Develop and implement customized plans to meet the unique needs of large enterprise customers, including executive leadership.
- Triage, diagnose, and provide solutions to complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.
- Strategize on overall technical objectives and long-term goals of the team.
- Provide advice and guidance as a 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.
- Providing coaching to CSE's 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 to 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 to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.
- Have deep understanding of customers' infrastructure, architecture, and business/regulatory requirements to speed up resolution.
- Education: Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
- Work experience 4+ years of experience.
- 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).
- Must have exceptional English written and verbal communications skills, as well as organizational and teamwork skills, and the ability to act fast and responsibly;
- Impeccable time management skills and an 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 get certification within six months).
- Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, ...).
- Strong technical understanding and experience in 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/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax.
- Mobile application technologies such as iOS and Android Webkit.
- 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 & Initiative.
- Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment.
