Lead Customer Success Engineer
Dynatrace, Detroit, MI, United States
Your role at Dynatrace
As a Lead Customer Success Engineer, you will be responsible for building and maintaining post‑sales relationships with Dynatrace’s highest strategic customers. You will serve as a trusted advisor, ensuring the successful deployment and adoption of all Dynatrace products. Customers hold CSE’s 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 CSE’s and customers to ensure success with Dynatrace Solutions.
Responsibilities and Duties
Coach, Mentor, and provide feedback on an ongoing basis to other CSE’s 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 customer’s footprint
Be the customer’s 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, elevate 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
Education:
Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
Work experience 5+ years of experience
Prior leadership experience that is demonstratable
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
Exceptional corporate presentation and relationship‑building skills with technical and non‑technical audiences
Must have exceptional English written and verbal communications skills, additional languages like Spanish or Portuguese are a plus, 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)
Industry‑relevant Associate Level certification (AWS, Azure, k8s, …)
Strong technical understanding and experience in SaaS industry
Familiar with one or more of the following technologies related to Dynatrace:
Cloud
ew 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, REACT 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
A one‑product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world software works perfectly.
Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
An environment that fosters innovation, enables creative collaboration, and allows you to grow.
A globally unique and tailor‑made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
A relocation team that is eager to help you start your journey to a new country, always there to support and by your side.
Attractive compensation packages and stock purchase options with numerous benefits and advantages.
Compensation and Rewards
The targeted base pay range for this role is 116K to 145K. When determining your salary, we consider your skills, experience, education, work location and internal equity
Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law.
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As a Lead Customer Success Engineer, you will be responsible for building and maintaining post‑sales relationships with Dynatrace’s highest strategic customers. You will serve as a trusted advisor, ensuring the successful deployment and adoption of all Dynatrace products. Customers hold CSE’s 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 CSE’s and customers to ensure success with Dynatrace Solutions.
Responsibilities and Duties
Coach, Mentor, and provide feedback on an ongoing basis to other CSE’s 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 customer’s footprint
Be the customer’s 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, elevate 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
Education:
Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
Work experience 5+ years of experience
Prior leadership experience that is demonstratable
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
Exceptional corporate presentation and relationship‑building skills with technical and non‑technical audiences
Must have exceptional English written and verbal communications skills, additional languages like Spanish or Portuguese are a plus, 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)
Industry‑relevant Associate Level certification (AWS, Azure, k8s, …)
Strong technical understanding and experience in SaaS industry
Familiar with one or more of the following technologies related to Dynatrace:
Cloud
ew 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, REACT 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
A one‑product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world software works perfectly.
Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
An environment that fosters innovation, enables creative collaboration, and allows you to grow.
A globally unique and tailor‑made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
A relocation team that is eager to help you start your journey to a new country, always there to support and by your side.
Attractive compensation packages and stock purchase options with numerous benefits and advantages.
Compensation and Rewards
The targeted base pay range for this role is 116K to 145K. When determining your salary, we consider your skills, experience, education, work location and internal equity
Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law.
#J-18808-Ljbffr