Technical Account Manager

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.

This role is not support‑centric or project‑limited; it requires strong technical judgment, executive presence, and ownership across long‑running customer engagements. The TAM operates at the highest tier of Dynatrace Success offering adapting to their engagement model, meeting cadence, and deliverable depth to match the contracted tier and customer complexity

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 [1.1]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.
• 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.
• 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 Dynatrace

Qualifications:

• Deep, hands‑on technical expertise with the Dynatrace platform and enterprise observability architectures.
• Demonstrated experience supporting large, complex enterprise customers.
• Proven ability to define, communicate, and manage success plans, including clear milestones, dependencies, risks, and outcomes aligned to customer objectives.
• Strong understanding of modern application stacks, cloud platforms (AWS, Azure, GCP), and cloud‑native technologies (Kubernetes, OpenShift).
• Excellent communication skills, with the ability to explain complex technical topics to executive audiences.
• Strong capability to coordinate and influence cross‑functional teams (Customer Success, Professional Services, Support, Product, Sales) without direct authority.
• Experience proactively identifying and managing program risks, escalation paths, and recovery plans in complex enterprise environments.
• Skilled in executive‑level program communication, including status reporting, expectation setting, and outcome‑based progress reviews (e.g., QBRs, steering meetings).
• Demonstrated experience delivering within a structured, tiered customer success or support framework, with the ability to adapt engagement depth, meeting cadence, and deliverable scope to match contracted service levels.
• Experience owning support case management and escalation resolution on behalf of enterprise customers, including trend analysis, cross-team coordination, and driving cases to closure within agreed SLAs.
• Proven ability to support customers through high-stakes production changes, upgrades, and maintenance windows, including cutover planning, real-time issue response, and post-change validation.
• Hands-on experience integrating observability platforms with ITSM and CMDB tooling (e.g., ServiceNow, Jira Service Management), with a solid understanding of how enterprises change management processes operate in production environments.

• 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.