Lead Customer Success Engineer

Your role at Dynatrace

As a Lead Customer Success Engineer you will be responsible for building and maintaining post-sales relationships with Dynatraces highest strategic customers. You will serve as a trusted advisor ensuring the successful deployment and adoption of all Dynatrace products. Customers hold CSEs in high regard as experts and rely on you to guide them through ways of obtaining the greatest value from their Dynatrace solutions. You will be a point of contact and resource for other Technical Account Managers which include coaching mentoring and providing feedback. These duties will also expand into partnering with other CSEs and customers to ensure success with Dynatrace Solutions.

Responsibilities and Duties

• Coach Mentor and provide feedback on an ongoing basis to other CSEs 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 customers footprint
• Be the customers 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.

What will help you succeed

• Bachelors degree in Computer Science Information Technology or equivalent work experience
• 6 years of related work 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 written and verbal communications skills
• Exceptional 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

Why you will love being 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.
• Youll get to work at the forefront of innovation with Dynatrace Intelligencethe industrys first agentic operations system. Bringing together deterministic and agentic AI it helps teams understand whats happening why it matters and what to do next automatically.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.