Lead Customer Success Engineer

Your role at Dynatrace As a Lead Customer Success Engineer, you will be responsible for building and maintaining post-sales relationships with Dynatrace’s highest strategic customers. 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 be a point of contact and resource for other Technical Account Managers which include coaching, mentoring, and providing feedback. These duties will also expand into partnering with other CSE’s and customers to ensure success with Dynatrace Solutions.

Responsibilities and Duties Coach, Mentor, and provide feedback on an ongoing basis to other CSE’s while providing tactical recommendations

Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values 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 changes, product adoption, configuration, and additional features to meet their requirements

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

Engage and review 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 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.

What will help you succeed

Education:

Bachelor's degree in Computer Science, Information Technology, or equivalent work experience

Work experience 5+ years of experience

Prior leadership experience that is demonstratable

Experience working with large enterprise customers, including executive leadership

Demonstrated ability in leadership, mentorship, and organizational behaviorA 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

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 Open Stack, Open Shift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc.

Web and application server technologies such as Apache, IIS, Web Sphere, Web Logic, REACT and JBossServer/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax Mobile application technologies such as iOS and Android Webkit.

Dev Ops toolchain…