Senior Customer Communications Manager

Your role at Dynatrace

We are seeking a seasoned Customer Communications Manager with experience in the SaaS industry. This role is pivotal in owning and executing customer communications related to product updates, end-of-life (EOL) support, and break-fix scenarios. The ideal candidate will have a strong background in crafting clear, concise, and customer-centric messages that enhance the customer experience and drive product adoption.

Key Responsibilities:

• Develop and implement a comprehensive customer communication strategy that aligns with company goals and enhances client satisfaction and engagement.

• Establish internal processes and best practices as the foundation for customer communications.

• Partner with R&D, Product Management, Sales, and Dynatrace ONE (post-sales) to ensure internal awareness on customer facing communications.

• Partner with Business Systems and key stakeholders to drive influence and drive solutioning and tool

• Partner with R&D and Dynatrace ONE key stakeholders to inform customers about breaking changes and other related communications.

• Ensure messaging is clear, relevant, and accessible to different customer segments.

• Draft, review, and edit customer-facing communications, including emails, in collaboration with various Business and Product leads ensuring alignment with brand tone and style. 

• Regularly gather feedback from customers and internal stakeholders to refine communication strategies and ensure relevance and clarity. 

• Collaborate closely with cross-functional teams, including Product, Marketing, Customer Success, Engineering, and Legal, to ensure messaging is accurate, consistent, and aligned with company goals. 

• Track and analyze communication performance metrics (open rates, click-through rates, engagement, etc.), and present actionable insights to the leadership team and key stakeholders.

• Measure and report on effectiveness KPIs for impact analysis working with our Business Intelligence team.

What will help you succeed

Minimum Requirments: 

• Bachelor’s degree in Marketing, Communications, Business, or a related field.

• 5+ years of experience in customer communication, customer success, or marketing, preferably within a SaaS or tech company.

Preferred Skills:

• Strong understanding of customer segmentation, lifecycle communication, and retention strategies.

• Excellent verbal and written communication skills, with a knack for crafting compelling and concise messages.

• Analytical mindset with the ability to interpret data and derive actionable insights.

• Exceptional organizational skills and the ability to manage multiple projects simultaneously.

• Experience in product related and incident management communications

• Familiarity with communication platforms and tools, ensuring effective utilization for customer outreach and engagement. 

If you are passionate about enhancing customer experiences through strategic communication and have a background in the SaaS industry, we invite you to apply for this exciting opportunity.

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. 
•    A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
•    A relocation team that is eager to help you start your journey to a new country, always there to support and by your side.
•    Attractive compensation packages and stock purchase options with numerous benefits and advantages.