Lead Technical Account Manager

Overview

Your role at Dynatrace

As a Lead Technical Account Manager, 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 TAMs 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 including coaching, mentoring, and providing feedback.

These duties will also expand into partnering with other TAMs and customers to ensure success with Dynatrace Solutions.

Responsibilities and Duties

Coach, Mentor, and provide feedback on an ongoing basis to other CSEs 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

Partner 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

Qualifications and Skills

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

Work experience 5+ years of experience

Fluency in both Portuguese and English with strong written and verbal communications skills

Prior leadership experience that is demonstratable

Experience working with large enterprise customers, including executive leadership

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

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.

Or demonstrated experience as a Subject Matter Expert in another observability platform.

Willingness to learn new technologies and resolve complex technical issues

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, REACT 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

Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative.

Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment

Must be a strong self-learner and capable of creating and expanding professional networks within Dynatrace and within customers.

This position requires traveling to the US once a year.

It also requires frequent customer visits within Brazil

Dynatrace Associate Level and Professional Level Dynatrace certification, or a Professional Level valid certification of a different observability platform preferred

Why you will love being a Dynatracer

A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.

Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.

A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.

An environment that fosters innovation, enables creative collaboration, and allows you to grow.

A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.

A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all

A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.

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.

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