Senior Technical Account Manager

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 CSE’s 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