Customer Success Engineer

Company Description

Dynatrace exists to make the world’s software work perfectly. Our unified software intelligence platform combines broad and deep observability and continuous runtime application security with the most advanced AIOps to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That is why the world’s largest organizations trust Dynatrace® to accelerate digital transformation.

Job Description

As a Customer Success Engineer, you will be responsible for building and maintaining post-sales relationships 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 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 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 the entire account team 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

Qualifications

Minimum Requirements

• Bachelor's degree in computer science, information technology, or equivalent work experience.

Preferred Requirements

• 3+ years of 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.

• 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.

• 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/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.

• Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment.

Additional Information

1. Dynatrace is a leader in unified observability and security. 

2. We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance. 

3. Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances. 

4. 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,