Sr. Customer Success Engineer

2 weeks ago

Detroit, United States Dynatrace Full time
Company Description

Dynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.

Job Description

As a Customer Success Engineer, you will be responsible for building and maintaining post-sales relationships with Dynatrace’s strategic customers. A large percentage of your customers you engage with will Enterprise & Strategic customers from a Dynatrace spend perspective as well as customers who are part of the Enterprise Success & Support program that have engaged services resources as well. You will serve as a trusted advisor, ensuring the successful deployment and adoption of all Dynatrace products. Customers hold CSE’s in high regard as experts and rely on you to guide them through ways of obtaining the greatest value from their Dynatrace solutions. You will align with customers' desired business outcomes, enable them on their existing products and services, and work with them to identify opportunities to expand into additional products and services, all while ensuring world-class customer experience, value, and satisfaction. 

As part of the account team, you will work closely with the entire account team to define the strategic roadmap for your customers, to allow retention, renewal, and expansion of their Dynatrace relationship, and serve as a liaison between the customer and the Dynatrace Support and Product Management teams.  

Responsibilities and Duties

  • 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.
  • 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
  • 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
  • Engaging 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
  • Partners with support engineers, PM, and R&D to help customers and account teams to speed resolution. They must help, communicate, escalate and advocate on behalf of the customer.
  • Provides insight, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds.
  • Helps customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.
  • Has deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution.
Qualifications

Minimum Requirements

  • Bachelor's degree in computer science, Information Technology, or equivalent work experience.
  • 3+ years of experience working with large enterprise customers, including executive leadership

Preferred Requirements

  • Demonstrated ability in leadership, mentorship, and organizational behavior
  • A track record of going above and beyond for your team and customers
  • Exceptional corporate presentation and relationship-building skills with technical and non-technical audiences 
  • Must have exceptional English written and verbal communications skills, additional languages like Spanish or Portuguese are a plus, as well as organizational and teamwork skills, and the ability to act fast and responsibly
  • Impeccable time management skills and an ability to self-direct
  • Proven excellence in communication (written and verbal skills),
  • Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace
  • Willingness to learn new technologies and resolve complex technical issues
  • Professional Level Dynatrace certification (or get certification within six months)
  • Industry-relevant Associate Level certification (AWS, Azure, k8s, …)
  • Strong technical understanding and experience in SaaS industry
  • Familiar with one or more of the following technologies related to Dynatrace: 
    • Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc. 
    • Web and application server technologies such as Apache, IIS, WebSphere, WebLogic, and JBoss 
    • Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax 
    • Mobile application technologies such as iOS and Android Webkit. 
    • DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.
    • CMDB/ITSM Technologies/platforms such as ServiceNow and BMC
  • Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment.
Additional Information

DOE, annual salary of $100K - $125K plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location.

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

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 contactcareers@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.

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