Lead Customer Success Manager

Your role at Dynatrace

As a Lead Customer Success Manager, you leverage deep business and industry knowledge to partner with customers to help them accelerate business value and ROI from their investment with Dynatrace. With our largest and most strategic customers, you will proactively drive new product attachment and effective strong relationships. You need to follow a well-defined methodology that helps them identify the customer's unique business needs and clearly convey the value and impact of the Dynatrace product. You will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.

 

To excel in the role, you will need to be a seasoned strategic thinker with exposure to large corporations, a master in relationship building and project management, and have a solid history of retaining and growing your assigned accounts.  Your focus will be on renewals and account growth, navigating enterprise organizations and collaborating with our Champions and account teams to ensure on-time renewals. 

 

• Be the trusted advisor and primary post-sale point of contact for all Strategic Organizations across the Greater China Region, engaging proactively with various teams on a regular basis

• Leverage your and your team’s expertise to increase adoption and utilization of Dynatrace capabilities 

• Demonstrate product features beyond core functionalities to help the customer achieve specific business results and maximum value from the product

• Identify opportunities from assigned clients, including upselling and cross-selling of related services and discovery of additional use cases 

• Be accountable for client consumption, renewal and retention results 

• Ensure deployment and utilization best practices are implemented and understood and collaborate with partners and internal consulting functions to drive timely results 

• Handle escalations and coordinate across functional areas of Dynatrace to ensure flawless delivery (including Marketing, Sales, Professional Services, Engineering, Finance, Training, Support)

• Develop relationships with complex customers and help various departments unleash the value of Dynatrace through education, enablement, and internal discovery

• Be the champion of deployment success by mapping out relevant stakeholders and engaging them on the relevant value proposition

• Visit client locations on a regular basis to ensure client satisfaction and promote ongoing contract renewals

• Coordinates sales quotations and responds to requests for proposals

What will help you succeed

Qualifications

• 7+ years of progressive experience in managing complex SaaS customers 

• Ability to quickly develop strong relationships with the users/commercial partners/internal communities and drive outcomes 

• Excellent verbal, written and interpersonal communication skills in English and Cantonese; Mandarin any additional APAC language is a bonus

• Experience in working with execs in client environments, as well as with procurement and business owners 

• Highly motivated, energetic, and committed to getting results

• Comfort with a fast-paced, dynamic environment is a must; past exposure to a high-growth and/or globally distributed companies is also valuable

• Sales methodology certification (Miller Heiman / Challenger / LAMP etc.) desirable

• Business acumen and commercial outlook, with a conceptual understanding of IT operations processes and best practices

• Technical understanding of cloud concepts and application performance technology, and specific use cases for AWS / GCP and Azure

• Understanding of APM marketplace and Dynatrace key strengths

Why you will love being a Dynatracer

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly. 

• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research. 

• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries. 

• An environment that fosters innovation, enables creative collaboration, and allows you to grow. 

• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.