As a Senior Customer Success Engineer, you will be responsible for building and maintaining post-sales relationships with Dynatrace’s largest, most complex, and most valuable customers. A large percentage of the customers you engage with will be Enterprise customers from a Dynatrace spend perspective as well as some customers that are part of the Enterprise Success & Support program and have a mix of other dynatrace services involved. You will be a trusted strategic 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 most outstanding 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
- Strategise on the overall technical objectives and long-term goals of the customer and their business and strategic objectives
- 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 organisational adoption
- Undertake discovery and education activities to identify opportunities for Dynatrace usage across organisational functions and processes
- Function as a frontline technical resource for “best practice” and informal customer questions
- Engage with Dynatrace customer support as a customer advocate to ensure speedy resolution of customer issues
- Engage with Dynatrace 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
- Provides insight, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds.
- Has deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution.
