Sr Technical Account Manager

Sr Technical Account Manager | Dynatrace Careers   Full-time

Remote

Boston,United States Customer Success Experienced and Senior Job  now Share this opportunity:  # Sr Technical Account Manager##
** Your role at Dynatrace
** The Technical Account Manager (TAM) serves as a trusted technical advisor and primary account contact for key Dynatrace customers, accountable for platform success, adoption, and long‐term customer value across complex, large‐scale environments. This is a senior, enterprise‐focused role operating at a high level across technical domains, business understanding, and account management. The TAM owns the overall technical relationship, leads customer success programs, and acts as the single point of accountability between the customer and Dynatrace.

Key Responsibilities
* Strategic Success Planning & Management:
Maintain a success plan tied to customer business objectives and manage end‐to‐end service delivery across the customer account.
* Technical Advisory & Architecture:
Serve as the primary technical authority; guide architecture discussions, platform health reviews, and provide deployment guidance through platform transitions and modernization.
* Adoption & Optimization:
Accelerate adoption by positioning and prescribing enablement plans (coordinating delivery), identifying new use cases, and driving best practices.
* Consumption & Value Realization:
Evaluate, monitor, and review usage and consumption and provide validated recommendations to drive measurable business outcomes for the customer.
* Executive Engagement & Business Reviews:
Deliver standardized business reviews (e.g., QBRs) and facilitate executive checkpoints that align Dynatrace capabilities to customer business outcomes.
* Risk & Escalation Management:
Proactively identify, capture, and escalate risks to prevent issues prior to impact.
* Internal Advocacy &

Collaboration:

Serve as the customer’s internal advocate across Dynatrace, ensuring alignment across Sales, Professional Services, and Customer Success.
* Operational Excellence:
Conduct regular environment evaluations, lead new‐release reviews, and coordinate customer‐facing events like Dynadays and workshops. Setting up a Dynatrace practice within a business center of excellence / governance of the platform.
* Support Case Reviews:
Conduct recurring reviews of the customer’s open and recent support cases to identify trends, expedite resolution, and prevent recurrence; serve as the escalation point to ensure issues are resolved before they escalate to critical incidents.
* Enhancement Request Guidance & Prioritization:
Provide structured support for submitting product enhancement and feature requests and actively advocate for their prioritization with Dynatrace Product Management, giving customers a real channel to influence the product roadmap.
* Change Window Support:
Provide Dynatrace support coverage during the customer’s planned change and maintenance windows to assist with cutover, validation, and issue response, reducing risk during high-stakes upgrades and migrations.
* After-Hours & Strategic Event Support:
Provide planned on-call coverage outside of standard business hours to support high-impact customer moments, including major retail events (e.g., Black Friday, Cyber Monday), product launches (e.g., iPhone releases), and other business-critical milestones. TAMs are expected to flex availability around key customer events with reasonable advance notice, ensuring Dynatrace expertise is accessible when it matters most.
* Cadenced Account Meeting Management:
Manage and lead recurring account and success meetings (weekly at Signature tier) to ensure regular alignment on progress, priorities, risks, and health relationship between the customer and…