Sr Technical Account Manager

Dynatrace•Detroit, MA

About The Position

The Technical Account Manager (TAM) serves as a trusted technical advisor and primary account contact for key Dynatrace customers. This senior, enterprise-focused role is accountable for platform success, adoption, and long-term customer value across complex, large-scale environments. The TAM owns the overall technical relationship, leads customer success programs, and serves as the single point of accountability between the customer and Dynatrace. The role combines technical expertise, business understanding, and account management. It includes strategic success planning, technical and architecture guidance, adoption and optimization, consumption and value realization, executive engagement, risk and escalation management, and cross-functional coordination. The TAM also supports customer change and maintenance windows, planned after-hours coverage for strategic events, recurring support-case reviews, and guidance on product enhancement requests. The TAM leads recurring account and success meetings, conducts environment and release reviews, coordinates customer-facing events, and helps establish a Dynatrace practice within a business center of excellence or platform governance function. Dynatrace offers competitive compensation and company-sponsored premium benefits. The targeted base pay range is $91,000 to $114,000.

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, including Customer Success, Professional Services, Support, Product, and Sales, 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 customer 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 so commitments are met 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 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 tools such as ServiceNow and 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 tied to customer business objectives and manage end-to-end service delivery across the customer account.
Serve as the primary technical authority, guide architecture discussions and platform health reviews, and provide deployment guidance through platform transitions and modernization.
Accelerate adoption by positioning and prescribing 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 that align Dynatrace capabilities with customer outcomes.
Proactively identify, capture, and escalate risks to prevent issues before they affect customers.
Act as the customer’s internal advocate across Dynatrace and coordinate alignment among Sales, Professional Services, and Customer Success.
Conduct regular environment evaluations, lead new-release reviews, and coordinate customer-facing events such as Dynadays and workshops.
Help set up a Dynatrace practice within a business center of excellence and support platform governance.
Conduct recurring reviews of open and recent support cases to identify trends, expedite resolution, and prevent recurrence; serve as an escalation point to drive resolution before issues become critical incidents.
Guide customers through 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 for Signature-tier customers, to align on progress, priorities, risks, and the health of the customer relationship.
Own case management and escalation resolution on behalf of enterprise customers, including trend analysis, cross-team coordination, and driving cases to closure within agreed SLAs.
Support customers through production changes, upgrades, and maintenance windows, including cutover planning, real-time issue response, and post-change validation.