Dynatrace careers teams customer success hero

Technical Enablement Manager

Company Description

Dynatrace exists to make the world’s software work perfectly. Our unified software intelligence platform combines broad and deep observability and continuous runtime application security with the most advanced AIOps to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That is why the world’s largest organizations trust Dynatrace® to accelerate digital transformation.

Job Description

Dynatrace ONE is what we’ve branded our transformative customer experience program. We bring traditionally siloed post-sales teams, such as customer success, technical support, and services, together into “squads” with the single objective to make our customers successful. Our mission is to transform the customer experience through personal conversations, strategic guidance, and proactive engagement. We help our customers accelerate their adoption of Dynatrace’s advanced capabilities by leveraging our expertise and best practices, realize the transformational value of Dynatrace to modernize the management of their applications and services, and develop meaningful relationships that focus our customers’ business and personal success.

As a Technical Enablement Manager (TEM), you will partner with your regional leadership stakeholders to drive regional needs while also being responsible for the implementation of global programs, policies, and procedures that enable end-users to navigate customers through the key stages of their lifecycle successfully: from pre-sales to post-sales, onboarding, relationship management, growth, and renewals. 

You will be responsible for delivering training as well as measuring its effectiveness. Training and enablement will center around multiple topics such as (but not limited to) technical Dynatrace product knowledge and a deep understanding of IT and monitoring and observability knowledge. 

The ideal candidate is a high-energy, driven individual with technical IT acumen, enablement, and coaching experience. The candidate should thrive working in a fast-paced, dynamic environment.

Responsibilities

  • Administer enablement classes/activities for internal end-users

  • Work with the larger Dynatrace Operations team to identify training requirements

  • Create and maintain materials/instruction for ongoing enablement (includes administration of Dynatrace LMS)

  • Improve the effectiveness and efficiency of the enablement process

  • Deliver and maintain onboarding and continuous enablement to end-users while contributing to global programs development and process improvement

  • Measure and drive consistency, productivity, and the efficiency of processes, training, and tools while driving feedback to the global programs for continuous improvement

  • Align closely with Dynatrace ONE leadership to maintain, technical enablement programs and supporting functions such as ad-hoc enablement needs, project ownership and responsibilities for operations, a regular cadence of reporting and analytics with leadership, tooling updates as well as process updates, and key initiative delivery

  • Manage and execute delivery of Dynatrace go-to-market enablement plans, playbooks, and strategic projects

  • Build relationships, collaborate, and work cross-functionally with key business stakeholders (Sales Leadership, Expert Services, Support, Marketing) that align with organizational considerations to promote continuous improvement and effectiveness of technical enablement programs

  • Contribute to the creation of digital education assets (e.g., video, webinars, product simulations, welcome emails, insights articles …) to support the adoption

  • Track and oversee the metrics and reporting needed to measure the success and impact of training

Qualifications

  • Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience

  • 5+ years of training or consulting expertise, either customer-facing or for internal teams

  • 2+ years of enablement, training, coaching & development experience

  • Strong IT acumen and a passion for technology

  • Have a general understanding of at least one or more of the following technology areas:

  • 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 and JBoss  

  • Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax  

  • Ability to translate technical aspects of a product for non-technical personas and roles

  • Experience with post-sale methodologies, processes, and enablement best practice

  • Experience with CRM tools as a user or administrator

  • Strong analytical skills and technical capabilities

  • Strong communication, facilitation, and presentation skills

  • Ability to execute under swift deadlines (must love moving fast and being flexible)

  • Demonstrated ability to establish and manage project priorities and timelines to achieve results

  • Experience working with and supporting global teams, preferably in a SaaS organization

  • Excellent verbal and written communication skills

  • Ability to create high-quality content independently

  • Ability to embrace new challenges with confidence, curiosity, and an open mind

  • Experience with customer journey design, curriculum creation, and/or competence

Additional Information

We take our Employer Brand and internal culture seriously. So much so, we are consistently recognized by reputable companies and brands like Business Insider, USA Today and Forbes. This year so far, Dynatrace scored a seat on Comparably’s award lists for Best Company Outlook, Best Company Global Culture, and Best Places to Work in Boston, to name a few. Dynatrace was also honored in the coveted Top Workplaces USA list in 2021. And we’re proud to be recognized on BuiltIn Boston’s 2021 'Best Large Companies to Work For' and 'Best Paying Companies.' We’ve got it made—won’t you join the #DynatraceLife?

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law.  If your disability makes it difficult for you to use this site, please contact recruiting@dynatrace.com. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law/EEO is the Law Supplement. To be considered for this position, please upload your resume/CV.

Dynatrace requires all US employees, contractors or guests entering a US office or event to register with the CLEAR app with their vaccination information or self-certify that they have tested negative for Covid-19 within 48 hours prior to arrival.

Note to Recruiters and Placement Agencies: Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law.  If your disability makes it difficult for you to use this site, please contact recruiting@dynatrace.com. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law/EEO is the Law Supplement. To be considered for this position, please upload your resume/CV.

Dynatrace requires all US employees, contractors or guests entering a US office or event to register with the CLEAR app with their vaccination information or self-certify that they have tested negative for Covid-19 within 48 hours prior to arrival.

Note to Recruiters and Placement Agencies: Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.

Please review the Dynatrace privacy policy here: https://www.dynatrace.com/company/trust-center/policies/recruitment-privacy-notice