Sr Technical Account Manager

Dynatrace • Detroit, MI

352d • $100,000 - $125,000

About The Position

As a Sr Customer Success Engineer at Dynatrace, you will play a crucial role in serving our customers and exemplifying our Core Values. Your responsibilities will include triaging, diagnosing, and providing solutions to complex configuration issues with Dynatrace solutions and non-Dynatrace integrations. You will strategize on the overall technical objectives and long-term goals of the team, providing advice and guidance as a subject matter expert to ensure successful ongoing usage and adoption of the product. You will act as the customer's advocate, understanding their goals and use cases, and suggesting process improvements and additional features to meet their requirements. Additionally, you will provide web-based training, engage with customer support, and participate in business reviews to foster customer success and satisfaction.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• 4+ years of 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).
• Exceptional English written and verbal communication skills.
• Impeccable time management skills and ability to self-direct.
• Experience as a Subject Matter Expert (SME) for Dynatrace technologies.
• Willingness to learn new technologies and resolve complex technical issues.
• Professional Level Dynatrace certification (or obtain within six months).
• Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, etc.).
• Strong technical understanding and experience in the SaaS industry.
• Knowledge of cloud technologies such as AWS, Azure, Google Cloud, etc.
• Experience with web and application server technologies.
• Knowledge of mobile application technologies and DevOps toolchain applications.
• Experience with CMDB/ITSM technologies/platforms such as ServiceNow and BMC.
• Customer service orientation and belief in teamwork, collaboration, and adaptability.
• Demonstrable success in strategic thinking and tactical execution.

Responsibilities

• Triage, diagnose, and provide solutions to complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.
• Strategize on the overall technical objectives and long-term goals of the team.
• Provide advice and guidance as the subject matter expert to ensure successful ongoing usage and adoption of the product.
• Act as the customer's advocate by understanding their goals and suggesting process improvements.
• Provide web-based training to user groups to support organizational adoption.
• Undertake discovery and education activities to identify opportunities for Dynatrace usage.
• Coach Technical Account Managers (TAMs) to help them grow in their technical knowledge.
• Function as a frontline technical resource for customer questions.
• Engage with customer support as a customer advocate to ensure speedy resolution of issues.
• Engage with Product management 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.
• Document best practices in developing and using Dynatrace.
• Communicate, escalate, and advocate on behalf of the customer.
• Provide insights and advice to technical teams regarding technical issues.
• Help customers and account teams understand support ticket trends to develop success plans.

Benefits

• Health insurance
• Dental insurance
• Life insurance
• Short-term disability (STD)
• Long-term disability (LTD)
• 401k
• Paid time off (PTO)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree