Lead Technical Account Manager

Dynatrace•Denver, CO

About The Position

The Technical Account Manager (TAM) serves as a trusted technical advisor and primary account contact for key Dynatrace customers, accountable for platform success, adoption, and long-term customer value across complex, large-scale environments. This is a senior, enterprise-focused role spanning technical domains, business understanding, and account management. The TAM owns the overall technical relationship, leads customer success programs, and acts as the single point of accountability between the customer and Dynatrace. The role includes strategic success planning and end-to-end service delivery; technical architecture guidance, platform health reviews, and deployment support during transitions and modernization; driving adoption and optimization; reviewing usage and consumption and recommending actions to achieve measurable business outcomes; and delivering business reviews and executive checkpoints. The TAM identifies and escalates risks, advocates for the customer across Dynatrace teams, evaluates customer environments, reviews new releases, and coordinates customer-facing events and workshops. The position also supports the establishment of Dynatrace practices and platform governance within customer centers of excellence. The TAM reviews support cases, helps expedite resolutions, identifies trends, and serves as an escalation point. The role guides and advocates for customer enhancement requests with Product Management. It provides support during planned change and maintenance windows, as well as planned on-call coverage outside standard business hours for high-impact customer events and business-critical milestones. TAMs lead recurring account and success meetings, including weekly meetings at the Signature tier, to align on progress, priorities, risks, and customer relationship health.

Requirements

Deep, hands-on technical expertise with the Dynatrace platform and enterprise observability architectures.
Demonstrated experience supporting large, complex enterprise customers.
Ability to define, communicate, and manage success plans with clear milestones, dependencies, risks, and outcomes aligned to customer objectives.
Strong understanding of modern application stacks, cloud platforms such as AWS, Azure, and GCP, and cloud-native technologies such as Kubernetes and OpenShift.
Ability to operate independently as a senior technical advisor in high-visibility customer situations.
Excellent communication skills, including the ability to explain complex technical topics to executive audiences.
Ability to coordinate and influence cross-functional teams without direct authority.
Experience proactively identifying and managing program risks, escalation paths, and recovery plans in complex enterprise environments.
Ability to balance strategic planning and hands-on execution in high-ambiguity, high-visibility situations.
Skill in executive-level program communication, including status reporting, expectation setting, and outcome-based progress reviews such as QBRs and steering meetings.
Track record of driving stakeholder accountability to ensure commitments and planned outcomes are delivered.
Experience delivering within a structured, tiered customer success or support framework and adapting engagement depth, meeting cadence, and deliverable scope to contracted service levels.
Experience owning case management and escalation resolution for enterprise customers, including trend analysis, cross-team coordination, and driving cases to closure within agreed SLAs.
Ability to support customers through high-stakes production changes, upgrades, and maintenance windows, including cutover planning, real-time issue response, and post-change validation.
Hands-on experience integrating observability platforms with ITSM and CMDB tooling, such as ServiceNow or Jira Service Management, and a solid understanding of enterprise production change management processes.

Nice To Haves

Prior experience acting as a long-term technical owner for strategic accounts.
History of influencing outcomes across teams without formal authority.
Comfort operating in ambiguous or evolving role definitions, including pilot or transformation experience.

Responsibilities

Maintain a success plan aligned with customer business objectives and manage end-to-end service delivery across the account.
Serve as the primary technical authority, guide architecture discussions and platform health reviews, and provide deployment guidance during platform transitions and modernization.
Accelerate platform adoption by recommending enablement plans, coordinating delivery, identifying new use cases, and driving best practices.
Evaluate, monitor, and review usage and consumption, and provide validated recommendations to drive measurable customer business outcomes.
Deliver standardized business reviews, such as QBRs, and facilitate executive checkpoints aligned to customer outcomes.
Proactively identify, document, and escalate risks to prevent customer-impacting issues.
Advocate for customers internally and align Dynatrace Sales, Professional Services, and Customer Success teams.
Conduct environment evaluations, lead new-release reviews, and coordinate customer-facing events such as Dynadays and workshops.
Support the establishment of a Dynatrace practice within a customer business center of excellence and governance of the platform.
Conduct recurring reviews of open and recent support cases, identify trends, expedite resolution, prevent recurrence, and escalate issues as needed.
Guide customers in submitting product enhancement and feature requests and advocate for prioritization with Dynatrace Product Management.
Provide support during planned customer change and maintenance windows, including cutover, validation, and issue response.
Provide planned on-call coverage outside standard business hours for high-impact customer events and business-critical milestones, with reasonable advance notice.
Manage and lead recurring account and success meetings, including weekly meetings at the Signature tier, to align on progress, priorities, risks, and relationship health.