Dynatrace careers teams customer success hero

Customer Success Manager - Level 3

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.

We're an equal opportunity employer and embrace all applicants. Dynatrace wants YOU—your diverse background, talents, values, ideas, and expertise. These qualities are what make our global team stronger and more seasoned. We're fueled by the diversity of our talented employees.

Job Description

The world needs perfect software and Dynatrace works with some of the world’s leading brands to deliver this, including Adobe, Samsung, Verizon, Starbucks, Virgin Money, Ford and Experian.  Our Dynatrace ONE team takes the core principles of Agile software development and applies them to delivering amazing customer experience to these and our other 2,000+ customers around the world.  We bring together customer success, customer service, and technical consulting disciplines into cross-functional “squads” with a single focus—to make our customers successful. 

As a Customer Success Manager (Level 3), you will be responsible for preserving and growing subscription renewals for our high tier accounts. You will accomplish this by driving adoption, educating our customers on product and service offerings, demonstrating value, focusing on growing relationships and by acting as their champion within the organization. You will also highlight wins, plan and develop short and long term strategies via Success Planning and provide thought leadership.  Our goal is to provide our customers with software intelligence that will accelerate their digital transformation. As a Customer Success Manager, you will be at the heart of that journey.

Role & Responsibilities

  • Develop and manage customer relationships at all levels in assigned accounts to prove and increase value in Dynatrace solutions.

  • Work within complex customer organizations, often with multiple contacts to establish clear goals and milestones as it relates to the use of Dynatrace within their organization.

  • Assist customers with basic and more advanced set up and navigation of the Dynatrace interface and demonstrate key capabilities of the platform.

  • Review, escalate, and advocate on behalf of customers their complaints, concerns, and product issues, seeking to improve their overall experience when engaging Dynatrace.

  • Develop and promote an energetic base of users within customers, with a focus on senior management, who can demonstrate and articulate the value of Dynatrace within their own organization. In short--develop Dynatrace champions.

  • Maintain a detailed understanding of the Dynatrace platform and be able to articulate its key capabilities, benefits, and value customers can expect when deploying it across their enterprise.

  • Assist and ensure the successful customer renewals and establish strategies, taking a leading role within the account management and Services team, to mitigate any at-risk renewals.

  • Identify opportunities (that have successfully closed) for growth, partnering with Sales to develop strategies to successfully expand the total customer ARR.

  • Conduct regular proactive calls and account review meetings; maintain an accurate record of discussion and action items.

  • Update necessary account records and document activities, etc. related to customer engagement and health in Salesforce and other business tools.

  • Achieve measurable goals as mutually set by management and customers.

 

Qualifications

  • Bachelor’s degree or equivalent work experience.

  • 5+ years relevant experience in customer success, account management, or similar field

  • Excellent interpersonal, communication and project management skills are necessary

  • High level knowledge of the APM marketplace with an understanding of where Dynatrace is positioned and their key strengths above the competition

  • Candidate must be local to Denver, CO or Mountain View CA

Additional Information

DOE: Salary $119,000 - $161,000 plus Health, Dental, Life, STD, LTD, 401k, PTO

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.

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