Full-Time
Senior Customer Success Engineer
Denver, Hybrid
Posted on 4/27/2024
Dynatrace
Senior
Denver, CO, USA
- Bachelor's degree in computer science, Information Technology, or equivalent work experience
- 3+ years of experience working with large enterprise customers, including executive leadership
- Constantly go above and beyond to serve customers and be a shining example of Core Values
- Triage, diagnose, and provide solutions to complex configuration issues with Dynatrace solutions
- Provide advice and guidance to ensure successful ongoing usage and adoption of the product
- Engage with customer support as a customer advocate to ensure speedy issue resolution
- Participate in Monthly and Quarterly Business Reviews with customers
Job Description
As a Customer Success Engineer, you will be responsible for building and maintaining post-sales relationships and technical strategy with Dynatrace’s strategic customers. A large percentage of your customers you engage with will Enterprise & Strategic customers from a Dynatrace spend perspective as well as customers who are part of the Enterprise Success & Support program that have engaged services resources as well. You will serve as a trusted technical advisor, ensuring the successful deployment and adoption of all Dynatrace products. Customers hold CSE’s in high regard as technical experts and rely on you to guide them through ways of obtaining the greatest value from their Dynatrace solutions. You will align with customers’ desired business outcomes, enable them on their existing products and services, and work with them to identify opportunities to expand into additional products and services, all while ensuring world-class customer experience, value, and satisfaction.
As part of the account team, you will work closely with your Customer Success Manager (CSM) to define the strategic roadmap for your customers, to allow retention, renewal, and expansion of their Dynatrace relationship, and serve as a liaison between the customer and the Dynatrace Support and Product Management teams.
Responsibilities and Duties
- Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values.
- Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.
- 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
- 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
- Engaging 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.
Qualifications
Minimum Requirements
- Bachelor’s degree in computer science, Information Technology, or equivalent work experience.
- 3+ years of experience working with large enterprise customers, including executive leadership
Preferred Requirements
- 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
- Impeccable time management skills and an ability to self-direct
- Proven excellence in communication (written and verbal skills),
- Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace
- 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
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.