Customer Success Manager

Services / Sydney, Australia

The APM Customer Success Manager (CSM) is responsible for preserving and growing the direct maintenance revenue to the company with particular focus on major Enterprise Accounts, for Digital Performance Management (DPM) solutions in assigned territory by applying a client-driven, customer facing, consultative approach.
 
The CSM will be assigned a number of named accounts where regular contact and full value improvement will be offered and executed based on account categorization. Retaining customer maintenance and expanding existing software base is accomplished by ensuring full economic value is delivered.

The Customer Success Manager has a mission to retain our existing customers by:

  • Protecting and growing global maintenance and subscription revenue
  • Increasing customer adoption, satisfaction and reference-ability
  • Maintaining customer relationships through regular contact and service reviews 

Duties:

  • Develop and manage customer relationships at all levels in assigned accounts in order to prove and increase value in Dynatrace solutions
  • Build Dynatrace brand awareness and loyalty
  • Defend against the competition
  • Perform customer retention activities
  • Develop and coordinate a 12 months Account Management Strategy Action Plan for all major accounts in collaboration with Sales
  • Conduct quarterly account review meetings; maintain an accurate record of discussion and action items
  • Work with management team to 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 (remote and/or onsite)
  • Identify strategic, new business growth opportunities
  • Leverage relationships to aid in the building of reference accounts/contacts
  • Act as customer advocate and liaison to become a Trusted Advisor
  • Travelling as required within Australia and New Zealand

Knowledge/Skills:

  • Excellent verbal, written and interpersonal communication skills
  • Be aware of the DPM marketplace; understand where Dynatrace are placed and what the key strengths are above the competition
  • Highly motivated, energetic and committed to getting results
  • Ability to develop a strong relationships with the user/customer communities
  • University educated to degree standard preferably in Computer Science
  • Good conceptual understanding of IT operations processes and best practices
  • Knowledge and / or use of the Dynatrace digital platform
  • Understanding of Internet and web applications; knowledge of HTTP, HTML, JavaScript, and SQL beneficial
  • Proficiency in one of these domains will be highly appreciated:
  • DevOps (App Dev, QA or Testing)
  • IT Operations and Business processes architecting / engineering
  • Application Performance Management (APM) Consulting
  • Cloud based technologies and architecture (AWS, Azure)

Proven Experience of the following:

  • Customer relationship development (internally and externally)
  • Ability to build trust with customers
  • Ability to leverage customer relationships and identify potential sales opportunities
  • Organisational agility
  • Ability to learn new technologies
  • Critical thinking, analytic and problem solving abilities
  • Ability to multi-task and prioritize job requirements
  • Experience with Microsoft Word, Excel and Salesforce.com beneficial

Experience/Qualifications:

  • University educated to degree standard preferably in Computer Science
  • Understanding of Internet and web applications; knowledge of HTTP, HTML, JavaScript, and SQL
  • Understanding of Digital Performance Management
  • Knowledge of CRM systems, i.e. Salesforce.com
  • Ability to discuss and new technologies such as Cloud, Big Data, Mobility

Dynatrace has redefined how you monitor today’s digital ecosystems. AI-powered, full stack and completely automated, it’s the only solution that provides answers, not just data, based on deep insight into every user, every transaction, across every application. The world’s leading brands, including, 72 of the Fortune 100, trust Dynatrace to optimize customer experiences, innovate faster and modernize IT operations with absolute confidence.

Apply now