Customer Success Manager

Job Locations US-MA-Waltham | US-MI-Detroit | US-CA-San Mateo
Job ID
17224

Position Description & Responsibilities

  • Develop and manage customer relationships at all levels in assigned accounts in order to prove and increase value in Dynatrace solutions
  • Build Dynatrace brand awareness and loyalty
  • Defend against the competition
  • Perform customer retention activities – Maturity and Value Improvement
  • Develop and coordinate a 12 months Account Management Strategy Action Plan for all major accounts in collaboration with Sales
  • Conduct quarterly account review meetings; maintain an accurate record of discussion and action items
  • Work with management team to ensure that critical issues are documented and escalated in an expeditious manner for resolution
  • Coordinate account activities with sales teams – 100% touch for Assigned accounts within territory (remote and/or onsite).
  • Identify strategic, new business growth opportunities
  • Leverage relationships to aid in the building of reference accounts/contacts
  • Act as customer advocate and liaison to become a Trusted Advisor

Qualifications

  • At least 4 years’ experience in IT some of which must be with a vendor
  • Excellent verbal, written and interpersonal communication skills
  • Awareness of the APM marketplace with an understanding of where Dynatrace is positioned and their key strengths above the competition.
  • A strong business acumen and commercial outlook with a good conceptual understanding of IT operations processes and best practices
  • Highly motivated, energetic and committed to getting results
  • Ability to develop a strong relationships with the user/customer/internal communities
  •  Proficiency in one of the following:
    • Business Services Management (BSM) Consulting
    • IT Operations and Business processes architecting / engineering
    • Application Performance Management (APM) Consulting
    • Application development , QA or Test
  • Willing to travel

 

Proven experience of

  • Customer relationship development (internally and externally)
  • Ability to build trust with customers
  • Ability to leverage customer relationships and identify potential sales opportunities.
  • Organizational agility
  • Ability to learn new technologies
  • Strong critical thinking, analytical and problem solving abilities
  • Ability to multi-task and prioritize job requirements
  • Ability to facilitate and drive cross-functional teams
  • IT literate with strong Microsoft Word, Excel

 

      Desired skills

  • University educated to degree standard preferably in Computer Science
  • Understanding of Internet and web applications; knowledge of HTTP, HTML, JavaScript, and SQL
  • Knowledge of CRM systems, ie Salesforce.com and Gainsight

 

Company Message

Dynatrace has redefined how you monitor today’s digital ecosystems. AI-powered, full stack and completely automated, it’s the only solution that provides answers, not just data, based on deep insight into every user, every transaction, across every application. The world’s leading brands, including, 72 of the Fortune 100, trust Dynatrace to optimize customer experiences, innovate faster and modernize IT operations with absolute confidence.

 

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an equal opportunity employer and VEVRAA Federal Contractor. We consider all qualified applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, veteran 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.

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