Dynatrace careers teams customer success hero

Customer Success Manager (Enterprise/High Touch)

Company Description

At Dynatrace, we realized that the traditional post-sales customer journey is not always smooth, and we at Dynatrace are on a mission to fix it!  Our aim is to bring together all post-sales customer experiences under one unified framework – and we call it Dynatrace ONE.  As a Customer Success Managers (CSM) for our enterprise accounts, you will be at the core of this approach, and your main responsibility is to make sure our customers realize and continue to see the value of their Dynatrace investment. 

To excel in the role, you will need to be proactive, entrepreneurial, and resilient, and not to be afraid to challenge the status quo to drive better outcomes.  Your focus will be on renewals and account growth, navigating enterprise organizations, and collaborating with our Champions and account teams to ensure on-time renewals.

Job Description

  • Be the trusted advisor and primary post-sale point of contact for a portfolio of up to 30 organizations across APAC region and engage proactively with them on a regular basis

  • Leverage your and your team’s expertise to increase adoption and utilization of Dynatrace capabilities

  • Demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value from the product

  • Identify opportunities and close additional revenue from assigned clients, including upselling and cross-selling of related services and discovery of additional use cases

  • Be accountable for client renewal and retention results

  • Ensure deployment and utilization best practices are implemented and understood and collaborate with partners and internal consulting function to drive timely results

  • Handle escalations and coordinate across functional areas of Dynatrace to ensure flawless delivery (including Marketing, Sales, Professional Services, Engineering, Finance, Training, Support)

Responsibilities:

  • Develop relationships with mature customers and help them unleash the value of Dynatrace through education and enablement

  • Be the champion of deployment success by mapping out relevant stakeholders and engaging them on relevant value proposition

  • Identify additional use cases to be implemented within current accounts

  • May support higher-level account managers working on larger accounts from time to time

  • Visit client locations periodically to ensure client satisfaction and promote ongoing contract renewal

  • Coordinates sales quotations and responds to requests for proposals

Qualifications

  • 3 to 6 years of progressive experience in managing complex customers

  • Ability to quickly develop strong relationships with the users / commercial partners / internal communities and drive outcomes

  • Excellent verbal, written, and interpersonal communication skills in English; Malay / Bahasa Indonesia are a bonus

  • Experience in working with execs in client environments, as well as with procurement and business owners

  • Highly motivated, energetic, and committed to getting results

  • Comfort with a fast-paced, dynamic environment is a must; past exposure to a high-growth and/or globally distributed companies is also valuable

  • Business acumen and commercial outlook, with a conceptual understanding of IT operations processes and best practices

  • Basic technical understanding of cloud concepts, and application performance technology

  • Awareness of the APM marketplace with an understanding of where Dynatrace is positioned and key strengths above the competition

  • Understanding of Internet, web, and mobile applications.

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?   

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