Note: The job is a remote job and is open to candidates in USA. Dynatrace is a leader in unified observability and security, helping organizations monitor and secure their digital environments. The Lead Customer Success Engineer builds strategic post-sales relationships, drives deployment and adoption of Dynatrace products, advises customers as a technical subject matter expert, and coaches other Customer Success Engineers. The role also advocates for customers across support, product management, engineering, and account teams to resolve issues and develop success plans.
Responsibilities
- Coach, Mentor, and provide feedback on an ongoing basis to other CSE’s while providing tactical recommendations
- Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values
- Provide advice and guidance as the 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 changes, product adoption, configuration, and additional features to meet their requirements
- Function as a frontline technical resource for “best practice” and informal customer questions
- Engage and review 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
- Partners with support engineers, PM, and R&D to help customers and account teams to speed resolution. They must help, communicate, escalate and advocate on behalf of the customer
- Provides insight, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds
- Helps customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc
- Has deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution
Skills
- Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
- 5+ years of experience
- Prior leadership experience that is demonstratable
- 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
- Exceptional corporate presentation and relationship-building skills with technical and non-technical audiences
- Must have exceptional English written and verbal communications skills
- 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)
- Industry-relevant Associate Level certification (AWS, Azure, k8s, …)
- Strong technical understanding and experience in SaaS industry
- 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
- Additional languages like Spanish or Portuguese are a plus
- Familiar 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, REACT 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
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