Senior Technical Account Manager

Job Description

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

Strategize on the overall technical objectives and long-term goals of the team

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

Providing coaching to TAMs to help them grow in their technical knowledge and personally

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

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

Partner with support engineers, PM, and R&D to help customers and account teams to speed resolution. Help communicate, escalate and advocate on behalf of the customer

Provide insights, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds

Help customers and account teams to understand support ticket trends / themes to be used to develop success plans, enablement advice, etc.

Have deep understanding of customers’ infrastructure, architecture, and business / regulatory requirements to speed up resolution

Qualifications

Education : Bachelor's degree in Computer Science, Information Technology, or equivalent work experience

Work experience 4+ years of experience

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

Ability to manage executive relationships and discussions (VP / CxO)

Must have exceptional English written and verbal communications skills, Dutch highly valued. 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)

Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, …)

Strong technical understanding and experience in SaaS industry

Knowledge and 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

Additional Information

Why you will love to be a Dynatracer

Compensation and reward

Due to legal reasons we are obliged to disclose the  minimum  salary for this position, which is € 56.500 per year based on full-time employment (38.5 h / week).