Lead Customer Success Engineer

Dynatrace is a one-product software company creating real value for the largest enterprises and millions of end customers globally. As a Lead Customer Success Engineer, you will build and maintain post-sales relationships with strategic customers, ensuring successful deployment and adoption of Dynatrace products while acting as a trusted advisor and mentor to other Technical Account Managers.

Responsibilities:

• Coach, Mentor, and provide feedback on an ongoing basis to other CSE’s 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
• Partners 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

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
• 5+ years of experience
• 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
• Exceptional English written and verbal communications skills
• 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)
• 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
• Additional languages like Spanish or Portuguese are a plus