Dynatrace careers teams business systems hero

Director, Business Systems - Customer Success Applications

Company Description

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.

 

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.

Job Description

We are looking for a director level technical leader skilled with Customer Success Systems across business process functions to drive  strategy, innovation, and technology. The end to end business process includes Onboard-to-Optimize, Escalate-to-Resolve and Support-to-Advocacy. The Director of Customer Success Applications will lead a team of Application Architects, Developers and Business Analysts to build and deliver strategic and operational solutions aligned to the Dynatrace corporate strategy. You will drive team alignment with business stakeholders across Product Engineering, Licensing, Customer Success, Sales, Renewal Operations and Finance. Dynatrace Customer Success Applications include Zendesk(+marketplace and chat apps), Totango, Custom developed apps, and Customer Intelligence and multiple integrations.

Do you have what it takes?  Come join our dynamic and growing IT center of excellence!

Responsibilities:

  • Lead, influence, and mentor team of Customer Success Application Architects, Developers and Business Analysts providing guidance on project priorities, solution decisions and design, and technical governance.

  • Partner closely with business sponsors and program management, and lead technology to drive consensus and deliver projects according to prioritized roadmaps.

  • Effectively communicate technical information to non-technical users as well as translate business requirements to technical solutions

  • Drive team collaboration focused on creative thinking and innovative solutions. Encourage and develop technical leadership capabilities across our delivery teams.

  • Own and manage the implementation of the Dynatrace portfolio of business applications and custom development within the Customer Success Operations Center of Excellence; Zendesk, Zendesk Marketplace, Zendesk Sunshine Conversations, and Totango Customer Intelligence

  • Guide cross functional development teams on optimal technology stack to manage multiple integrations with Dynatrace Cloud applications.

  • Work across business functions and the IT team to understand our current environment and articulate our current and future state

  • Collaborate with Enterprise Business Intelligence team to recommend and deliver valuable analytics and metrics that matter

  • Collaborate with business systems application management services team to deliver DevOps process and tools and process for customer success portfolio

  • Stay up to date with innovations and changes in enterprise technology, the industry and within Customer Success Applications. Make evidence-based recommendations on their applicability to our business.

  • Ensure teams you collaborate with are delivering quickly, measuring impact and iterating to drive positive outcomes for customers.

  • Provide process and technology-based metrics to monitor and improve issues related to operational performance.

Qualifications

  • Ideal candidate will have subject expertise in Customer Success business process, technology and development best practices working in SaaS based industry.

  • Creative thinker that drives company culture dedicated to customer first focus

  • 8+ years of experience managing technical customer and cloud-based applications with customer facing applications, custom web application development, and custom integrations. Zendesk experience is ideal.

  • Prefer exposure to Zendesk Chat

  • Team player, you are passionate in team collaboration and can work across multiple Dynatrace organizations to deliver outstanding customer service

  • Experience with Jira Issue and Project Tracking 

  • Ability to effectively juggle multiple projects in a fast-paced environment

Additional Information

All your information will be kept confidential according to EEO guidelines.

 

#LI-MS2

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.