Customer Success Manager

Job Description

• Accelerate customer adoption of Dynatrace SaaS/Managed product portfolio through technical enablement, usage training, project planning, and basic onboarding 
• Own renewal strategy and subsequent on time renewal of subscription(s) 
• Identify strategic, new business growth opportunities 
• Build Dynatrace brand awareness and loyalty in assigned accounts 
• Defend against competition in assigned accounts 
• Conduct regular proactive calls and account review meetings; maintain an accurate record of discussion and action items via Salesforce.com  
• Ensure that critical issues are documented and escalated in an expeditious manner for resolution 
• Coordinate account activities with sales teams for assigned accounts within territory 
• Help customers understand our product roadmap and promote migrations as necessary 
• Leverage relationships to aid in the building of reference accounts/contacts 
• Act as customer advocate and liaison to become a Trusted Advisor 

Qualifications

• Minimum 3 year-experience in Customer Success for key accounts
• Hands-on experience within a SaaS business with an appropriate understanding of the key business drivers and KPIs
• A strong business acumen and commercial outlook with a good conceptual understanding of IT operations processes and best practices 
• Excellent English and French (Spoken and written)  language skills 
• Solid technical understanding of cloud, new stack, and application performance technology 
• Proven expertise working with the executive level in client environments, as well as with procurement and business owners 
• Excellent verbal, written and interpersonal communication skills 
• Awareness of the APM marketplace with an understanding of where Dynatrace is positioned and their key strengths above the competition. 
• Highly motivated, energetic and committed to getting results 
• Ability to develop strong relationships with the user/customer/internal communities 
• Understanding of Internet, web and mobile applications; knowledge of HTTP, HTML, JavaScript etc.