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Manager, Technical Product Specialists

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

As a Manager of Technical Product Specialists, you will lead a team of up to 12 Technical Product Specialists and Consultants whose focus is on ensuring high customer satisfaction, providing in-product assistance (chat), delivering remote training sessions, and giving best practice guidance in how to get the most value from Dynatrace.  Using your extensive experience in technical support, consulting, or other technical customer-facing role, you will collaborate with other Technical Product Specialist managers, peers, and team members to develop, plan, execute, and measure the effectiveness of key Product Specialist and Dynatrace ONE initiatives.  You will also coach and mentor your team of Technical Product Specialists to ensure they are successful at Dynatrace and growing professionally.  Finally, you will also develop strategic relationships, serve as an escalation point, and be a company sponsor to some of our most strategic accounts.

Qualifications

Responsibilities and Duties

  • Directly manage a team of Technical Product Specialists, including but not limited to hiring, managing performance, communicating expectations, developing individual and team goals, and problem resolution to ensure high employee retention and satisfaction.

  • Coach and mentor your team of Technical Product Specialists through developing a robust training and on-boarding program, hosting team and individual meetings, conducting performance reviews (six-month cadence) around Dynatrace ONE technical standards, frequent evaluations of customer interactions (chat and coaching sessions), and develop individualized career develop plans.

  • Develop, continuously improve, and enable Technical Product Specialists of current Dynatrace ONE programs, processes, and policies, such chat standards, activity tracking, coaching sessions, account health research, best practice development, technical knowledge base development, troubleshooting, mock coaching sessions feedback, and technical skills matrix.

  • Report on, be accountable for, and provide recommendations to improve key performance metrics of your Technical Product Specialist team and customer accounts, including but not limited: response time, customer satisfaction, coaching session feedback, and account health research.

  • Collaborate with other teams (Customer Success, Sales, Services, Technical Support, Renewals, and Product Management) to align on key processes, ensure excellent customer experience is being delivered, and the value of Dynatrace ONE and Dynatrace ONE Premium is well understood.

  • Develop strong relationships with Regional Services Managers and Account Executives to position Dynatrace ONE Premium early in their sales cycles and able to articulate the value of Dynatrace ONE Premium to their customers.

  • Coordinate with Mangers of CSMs to regularly report on Dynatrace ONE KPIs, wins and customer success stories.

  • Coordinate with Senior Technical Product Consultants, Dynatrace ONE Architects, and management develop and deliver technical workshops for Product Specialists and identify customer usage trends with Dynatrace

Qualifications and Skills

  • Bachelor’s Degree or equivalent experience in Computer Science or similar field

  • 5+ years of customer support or equivalent experience, preferably in a technology-oriented, SaaS-related business.

  • Exceptional written and verbal communication skills

  • Excellent presentation skills, including mastery of PowerPoint and public speaking

  • Excellent relationship building skills, including executive levels

  • Proven experience leading teams or strategic initiatives quantifiable results

  • Experience working with large, enterprise customers including executive leadership

  • Results and driven

  • Foster teamwork and collaboration

  • Can provide and incorporates feedback

  • Track record of driving innovation

  • Handles pressure

 

Additional Information

DOE, Salary $110,000 - $145,000 OTE, Health, Dental, Life, STD, LTD, 401k, PTO

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 to be fully vaccinated against COVID-19 two weeks prior to their start date, and to provide verification via the Clear app.  Requests for exemptions, must be reviewed and approved prior to commencing employment.  If this requirement is not met, your employment will not commence.

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