Senior Customer Success Engineer

Posted 9 Days Ago
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Linz, Oberösterreich
Hybrid
3-5 Years Experience
Artificial Intelligence • Big Data • Cloud • Information Technology • Software • Big Data Analytics • Automation
Dynatrace delivers answers and intelligent automation from data.
The Role
The Senior Customer Success Engineer at Dynatrace is responsible for maintaining post-sales relationships with complex enterprise customers, ensuring successful deployment and adoption of products, providing strategic guidance, and serving as a liaison between customers and internal teams. This role involves diagnosing configuration issues, providing training, advocating for customer needs, and assisting in business reviews.
Summary Generated by Built In

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.
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.
Job Description

  • 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
  • Strategize on the overall technical objectives and long-term goals of the team
  • 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 organizational adoption
  • Undertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processes
  • Providing coaching to CSE's to help them grow in their technical knowledge and personally
  • Function as a frontline technical resource for "best practice" and informal customer questions
  • Engage 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. Help communicate, escalate and advocate on behalf of the customer
  • Provide insights, advice, and 'street credibility' with technical teams to understand technical issues and possible workarounds
  • Help customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.
  • Have deep understanding of customers' infrastructure, architecture, and business/regulatory requirements to speed up resolution


Qualifications

  • Education: Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
  • Work experience 4+ years of experience
  • 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
  • Ability to manage executive relationships and discussions (VP/CxO)
  • Must have exceptional English and German written and verbal communications skills, 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)
  • Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, ...)
  • Strong technical understanding and experience in SaaS industry


Knowledge and experience 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, 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


    Additional Information
    Why you will love to be a Dynatracer

    • 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.


    Compensation and reward
    Due to legal reasons we are obliged to disclose the minimum salary for this position, which is € 56.500 per year based on full-time employment (38.5 h/week).

    What the Team is Saying

    Michael Polter
    Jamie Mallett
    Trevor Ealy
    Hannah Fleming
    Kristen Armata
    Steve Pace
    John Rocker
    The Company
    HQ: Waltham , MA
    4,700 Employees
    Hybrid Workplace
    Year Founded: 2005

    What We Do

    Dynatrace exists to make the world’s software work perfectly. Our unified 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’s why the world’s largest organizations trust the Dynatrace® platform to accelerate digital transformation.

    Why Work With Us

    Interested in Marketing or Sales? Majority of this office is dedicated to these primary functions. Our open floor plan is built for collaboration amongst teams and you can feel the excitement as we take over the digital world. Mingle with the executive team over a beer, say “hey” to the CEO on your way to the kitchen, or join our Office Olympics!

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    Dynatrace Offices

    Hybrid Workspace

    Employees engage in a combination of remote and on-site work.

    Majority of roles are hybrid with flexibility. Please speak with our recruiting team for specific details on hybrid work.

    Typical time on-site: 2 days a week
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