Senior Technical Account Manager

vor 1 Monat

Wien, Wien, Österreich Dynatrace Austria GmbH Vollzeit
About the Role

We are seeking a highly skilled Senior Technical Account Manager to join our team in Austria. As a Senior Technical Account Manager, you will be responsible for providing exceptional customer service and technical expertise to our clients, ensuring their successful adoption and utilization of our Dynatrace platform.

Key Responsibilities
  • Triage, diagnose, and provide solutions to 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 CSEs 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
Requirements
  • 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
Preferred Skills
  • 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
About Dynatrace Austria GmbH

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.

Dynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.

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.

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