Customer Success Manager

Company Description
Dynatrace exists to make the world's software work perfectly. Our unified software intelligence platform combines broad and deep observability and continuous runtime application security with the most advanced AIOps to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That is why the world's largest organizations trust Dynatrace® to accelerate digital transformation.
We're an equal opportunity employer and embrace all applicants. Dynatrace wants YOU-your diverse background, talents, values, ideas, and expertise. These qualities are what make our global team stronger and more seasoned. We're fueled by the diversity of our talented employees.
Job Description
At Dynatrace, we realized that the traditional post-sales customer journey can be delivered in a better way, and we at Dynatrace are on a mission to fix this! Our aim is to bring together all post-sales customer experiences under one unified framework - and we call it Dynatrace ONE. As a Customer Success Managers (CSM) for our enterprise accounts, you will be at the core of this approach, and your main responsibility is to make sure our customers realize and continue to see the value of their Dynatrace investment.
To excel in the role, you will need to be proactive, entrepreneurial, and resilient, and not to be afraid to challenge the status quo to drive better outcomes. Your focus will be on renewals and account growth, navigating enterprise organizations, and collaborating with our Champions and account teams to ensure on-time renewals.
Job Description

• Be the trusted advisor and primary post-sale point of contact for a portfolio of up to 30 organizations across ASK region and engage proactively with them on a regular basis
• Leverage your and your team's expertise to increase adoption and utilization of Dynatrace capabilities
• Demonstrate product capabilities beyond core features to help the customer achieve specific business results and realise maximum value from the product
• Identify opportunities and close additional revenue from assigned clients, including upselling and cross-selling of related services and discovery of additional use cases
• Be accountable for client renewal and retention rates
• Ensure deployment and utilization best practices are implemented and understood, and collaborate with partners and internal consulting functions to drive timely results
• Handle escalations and coordinate across functional areas of Dynatrace to ensure flawless delivery (including Marketing, Sales, Professional Services, Engineering, Finance, Training, Support)

Responsibilities:

• Develop relationships with mature and growing customers and help them unleash the value of Dynatrace through strategic alignement and enablement
• Create and drive a value realization plan for customers
• Be the champion of deployment success by mapping out relevant stakeholders and engaging them on relevant value propositions
• Identify additional use cases to be implemented within current book of business
• May support higher-level account managers working on larger accounts from time to time
• Visit client locations periodically to ensure client satisfaction and promote ongoing contract renewal
• Coordinates sales quotations and responds to requests for proposals

Qualifications

• 4 to 5 years of progressive experience in managing complex customers
• Ability to quickly develop strong relationships with users / commercial partners / internal communities and drive shared outcomes
• Excellent verbal, written, and interpersonal communication skills in English and Indonesian. Any other ASK langauge is a plus
• Experience in working with execs in client environments, as well as with procurement and business owners
• Highly motivated, energetic, and committed to getting results
• Comfort with a fast-paced, dynamic environment is a must; past exposure to a high-growth and/or globally distributed companies is also valuable
• Business acumen and commercial outlook, with a conceptual understanding of IT operations processes and best practices
• Basic technical understanding of cloud concepts, and application performance technology
• Awareness of the cloud observability marketplace with an understanding of where Dynatrace is positioned and key strengths above the competition
• Understanding of Internet, web, and mobile applications and associated performance metrics.

Additional Information

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.