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Senior Technical Account Manager, German speaking (m/f/x)

Ort: Vienna, Vienna, 1010
Unternehmen: Dynatrace
Arbeitszeit: Vollzeit
SourceStack
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Job Description
  • Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values

  • Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations

  • Strategize on the overall technical objectives and long-term goals of the team

  • Provide advice and guidance as the subject matter expert to ensure successful ongoing usage, adoption of the product, and foster growth of the customer’s footprint

  • Be the customer’s advocate by knowing their goals and use cases, then suggesting process improvements, product adoption, configuration, and additional features to meet their requirements

  • Provide web-based training to user groups to support organizational adoption

  • Undertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processes

  • Providing coaching to CSEs to help them grow in their technical knowledge and personally

  • Function as a frontline technical resource for “best practice” and informal customer questions

  • Engage with customer support as a customer advocate to ensure speedy resolution of customer issues

  • Engage with Product management as the customer advocate on product roadmap discussions

  • Participate and prepare for Monthly and Quarterly Business Reviews with customers

  • Maintain current functional and technical knowledge of Dynatrace products and services

  • Help to document best practices in developing and using Dynatrace

  • Partner with support engineers, PM, and R&D to help customers and account teams to speed resolution. Help communicate, escalate and advocate on behalf of the customer

  • Provide insights, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds

  • Help customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.

  • Have deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution

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