Sr. Customer Success Engineer

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 be 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. You will serve as a trusted advisor, ensuring the successful deployment and adoption of all Dynatrace products. Customers hold CSEs 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.

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 the 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.
• 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. They must help, communicate, escalate, and advocate on behalf of the customer.
• Provide insight, 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 a deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution.