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.
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)
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
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.
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?