Customer Success Manager- Strategic Account


Header
Do you have a customer first mindset? Do you thrive on change? You want to help us to continuously improve our service quality and customer experience? Then join our growing team in Vienna! :)

Who we are: Dynatrace is a leading software product company founded in Linz, Austria with more than 2,200 employees worldwide.
Our vision: We believe the world needs software to work perfectly.

The Customer Success Manager (CSM) is responsible for managing success, preserving renewals and identifying growth opportunities for assigned accounts in their territory by setting goals, driving adoption, demonstrating value and focusing on growing relationships with key account personnel. The CSM will drive renewals and account growth, navigate enterprise organizations, and collaborate with our Champions and Dynatrace account team alike to ensure on-time renewals. 

Position description and responsibilities

  • Accelerate customer adoption of Dynatrace SaaS/Managed product portfolio through technical enablement, usage training, project planning, and basic onboarding 
  • Own renewal strategy and subsequent on time renewal of subscription(s) 
  • Identify strategic, new business growth opportunities 
  • Build Dynatrace brand awareness and loyalty in assigned accounts 
  • Defend against competition in assigned accounts 
  • Conduct regular proactive calls and account review meetings; maintain an accurate record of discussion and action items via Salesforce.com  
  • Ensure that critical issues are documented and escalated in an expeditious manner for resolution 
  • Coordinate account activities with sales teams for assigned accounts within territory 
  • Help customers understand our product roadmap and promote migrations as necessary 
  • Leverage relationships to aid in the building of reference accounts/contacts 
  • Act as customer advocate and liaison to become a Trusted Advisor 

Qualifications

  • Minimum 5 year-experience in Customer Success for key accounts
  • Hands-on experience within a SaaS business with an appropriate understanding of the key business drivers and KPIs
  • A strong business acumen and commercial outlook with a good conceptual understanding of IT operations processes and best practices 
  • Excellent German and English
  • Solid technical understanding of cloud, new stack, and application performance technology 
  • Proven expertise working with the executive level in client environments, as well as with procurement and business owners 
  • Excellent verbal, written and interpersonal communication skills 
  • Awareness of the APM marketplace with an understanding of where Dynatrace is positioned and their key strengths above the competition. 
  • Highly motivated, energetic and committed to getting results 
  • Ability to develop strong relationships with the user/customer/internal communities 
  • Understanding of Internet, web and mobile applications; knowledge of HTTP, HTML, JavaScript etc. 
You want to hear what Dynatrace ONE is all about? Quickly listen to one of our global leaders: https://www.youtube.com/watch?v=JersWV2n_n4&list=PLqt2rd0eew1biYwD04l3HM_uvDLWXNqBI&index=32&ab_channel=Dynatrace 

You want to get a feeling for the expectations on this role from one of your peers? Quickly listen to our CSM Carolina: https://www.youtube.com/watch?v=jRCBMfGGsyM&list=PLqt2rd0eew1biYwD04l3HM_uvDLWXNqBI&index=19&ab_channel=Dynatrace

Due to legal reasons we are obliged to disclose the minimum salary for this position, which is € 60,000 gross per year based on full-time employment. We offer a higher salary in line with qualifications and experience.

Dynatrace provides software intelligence to simplify cloud complexity and accelerate digital transformation. With automatic and intelligent observability at scale, our all-in-one platform delivers precise answers about the performance and security of applications, the underlying infrastructure, and the experience of all users to enable organizations to innovate faster, collaborate more efficiently, and deliver more value with dramatically less effort. That’s why many of the world’s largest organizations trust Dynatrace®️ to modernize and automate cloud operations, release better software faster, and deliver unrivalled digital experiences.

Due to the Covid-19 pandemic and to keep our Dynatracers safe, we adapted to a hybrid working model (partly Home Office, partly at the Office). In the Post-Covid 19 reality, there will be the option to choose between a hybrid (mix of Remote Work and at the Office Work) or full onsite (at the office) working model.

Benefits of becoming one of us:

Play time

We believe in active breaks from work. Thus, you'll find many options to get your mind off your tasks in our labs: from table tennis, ping pong and swings to game consoles and fully equipped gaming areas.

Commuter benefits

You can choose between different options for your daily commute, which may vary from lab to lab: reserving a parking spot at a small fee, a fully paid public transportation ticket or receiving a money voucher when selecting to commute by walk, scooter or bike.

Personal & Professional development

From conference & meet-up attendances to various internal training programs, e-learning courses, our Leadership Journey and the Dynatrace Learning Platform as well as support to get various certificates – we want you to stay on top of things and continue to develop.

DevOne®

The developer conference in the heart of Europe, Linz AT. As host and organizer of the event, we always make sure that every Dynatracer interested in joining our beloved conference can do so.

Team spirit

We help each other, mentor each other and push each other to grow, fostering a unique culture of collaboration.

Family support

From maternity and paternity leave as well as individual arrangements to a smooth return and flexible hours after your leave – we support you in both ventures, work and family.

Sports activities

You want to stay active? We got you! Join our running courses, yoga classes or other fitness activities and challenges, and get discounts to your local gym.

Leading software

You will work on the latest technologies and innovations, and create value for millions of people worldwide with what you do.

Ergonomic workplaces

Height-adjustable desks, allowing you to sit or stand while working, large, multiple monitors, laptop stands, a selection of chairs to choose from and ergonomic mice, will support your wellbeing at work. Also, learn more about ergonomic workplaces in offered workshops.

Volunteer time off

Dynatracers receive a day of paid volunteer time off per year, encouraging you to support the community and joining efforts to give back.
Check out all our employee benefits here.