Senior Technical Account Manager
vor 1 Woche
As a Senior Technical Account Manager at Dynatrace software GmbH, you will be responsible for delivering exceptional customer service and setting a high standard for our company's values.
- **Triage and Resolution**: Triage, diagnose, and provide solutions to complex configuration issues with Dynatrace solutions and non-Dynatrace integrations, ensuring timely and effective resolution.
- **Strategic Planning**: Collaborate with the team to strategize on technical objectives and long-term goals, driving business growth and customer success.
- **Subject Matter Expertise**: Provide expert advice and guidance to customers, ensuring successful adoption and usage of Dynatrace products, and fostering growth of their footprint.
- **Customer Advocacy**: Act as a customer advocate, understanding their goals and use cases, and suggesting process improvements, product adoption, configuration, and additional features to meet their requirements.
- **Training and Education**: Provide web-based training to user groups to support organizational adoption and ensure seamless integration of Dynatrace solutions.
- **Discovery and Education**: Undertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processes, driving business value and growth.
- **Coaching and Development**: Provide coaching to Technical Account Managers to help them grow in their technical knowledge and personally, ensuring a high-performing team.
- **Frontline Support**: Function as a frontline technical resource for best practices and informal customer questions, providing timely and effective support.
- **Customer Support and Product Management**: Engage with customer support as a customer advocate to ensure speedy resolution of customer issues and collaborate with Product management on product roadmap discussions.
- **Business Reviews**: Participate and prepare for Monthly and Quarterly Business Reviews with customers, driving business growth and customer success.
In addition to the above responsibilities, you will also be responsible for:
- **Knowledge Management**: Maintain current functional and technical knowledge of Dynatrace products and services, staying up-to-date with the latest developments and innovations.
- **Documentation and Best Practices**: Help document best practices in developing and using Dynatrace, ensuring knowledge sharing and collaboration across the team.
- **Collaboration and Escalation**: Partner with support engineers, Product management, and R&D to help customers and account teams speed up resolution, communicate effectively, and escalate issues as needed.
- **Insights and Advice**: Provide insights, advice, and street credibility with technical teams to understand technical issues and possible workarounds, driving business value and growth.
- **Support Ticket Analysis**: Help customers and account teams understand support ticket trends and themes to develop success plans, enablement advice, and drive business growth.
- **Infrastructure and Architecture**: Have a deep understanding of customers' infrastructure, architecture, and business/regulatory requirements to speed up resolution and drive business value.
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