Dynatrace careers teams technical support hero

Global Program Director – On-Demand Technical Support

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

Responsibilities

  • Identify the knowledge, skill sets, and process development/improvement opportunities for our Technical Support Engineers and Product Consultants to provide a unique and industry-leading customer experience.

  • Measure and drive consistency, productivity, and process efficiency for our customer support teams to improve service quality metrics and resolution times for customer problems and issues.

  • Interface with Product Management and R&D leadership to develop and improve upon continuous feedback channels and processes that contribute to the overall quality of our platform for our customers

  • Oversee and drive all programmatic aspects around our implementation of Zendesk’s in-product conversation and ticketing platform for our post-sales support teams

  • Provide project leadership and coordination across our customer experience organization, management and leadership teams, and the enablement team to develop and execute successful go-to-market supportability programs and processes.

  • Build relationships with key business stakeholders and establish ongoing cross-functional collaboration with our post-sales customer experience teams, Product Management, R&D, and our Sales and Pre-Sales organizations.

  • Utilize critical metrics and KPIs to measure the success of programs to make data-driven decisions to improve upon the customer experience being delivered continually

  • Drive requirements and facilitate execution of reporting and analytics needs in collaboration with our operations business analyst team for management and executive leadership reporting on our customer support programs.

Qualifications

  • Bachelor’s degree or equivalent work experience

  • 10+ years’ experience in Customer Support or related fields

  •  5+ years of proven program or project management related experience

  • Experience with Zendesk for customer support organizations is a plus

  •  Hands-on experience building programs and running independently from inception to delivery

  • 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

  • Strong analytical skills and technical capabilities

  • Ability to create high-quality content independently

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

Additional Information

Dynatrace provides software intelligence to simplify cloud complexity and accelerate digital transformation. With automatic and intelligent observability at scale, our all-in-one platform delivers precise answers about the performance and security of applications, the underlying infrastructure, and the experience of all users to enable organizations to innovate faster, collaborate more efficiently, and deliver more value with dramatically less effort. That’s why many of the world’s largest organizations trust Dynatrace®️ to modernize and automate cloud operations, release better software faster, and deliver unrivalled digital experiences.

Due to legal reasons we are obliged to disclose the minimum salary for this position, which is € 86.000 per year based on full-time employment (38.5 h/week). 

All your information will be kept confidential according to EEO guidelines

 

 

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