Customer Success Manager

Services / Munich, Germany

The Customer Success Manager (CSM) is responsible for retaining and growing renewals from the assigned named accounts in their assigned territory.  The CSM will ensue our customer are aware of our latest product updates and driving product adoption through the customer engagement lifecycle model. Success in this role requires the ability navigate enterprise organizations and collaborate with our Champions and account team alike to ensure on-time renewals and product adoption, develop and manage customer relationships at all levels in assigned accounts to prove and increase value in Dynatrace solutions.

Position Description & Responsibilities

  • Accelerate customer adoption of Dynatrace AI-powered, full stack automated performance management solutions through technical enablement, usage training, project planning, and basic onboarding
  • Own renewal strategy and subsequent on time renewal of subscription and maintenance revenues
  • Build Dynatrace brand awareness and loyalty
  • Defend against the competition
  • Conduct regular proactive calls and account review meetings; maintain an accurate record of discussion and action items via Salesforce.com, slack and Gainsight
  • Work with management team to ensure that critical issues are documented and escalated in an expeditious manner for resolution
  • Coordinate account activities with sales, services, and renewals team for assigned accounts within territory
  • Identify strategic, new business growth opportunities
  • 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
  • Travel as required

Experience & Qualifications

  • University educated to degree standard preferably in Computer Science
  • Several years’ experience in customer success, consulting, service delivery or customer support working with fortune 500 companies
  • Excellent verbal, written and interpersonal communication skills including strong English language skills
  • A strong business acumen and commercial outlook with a good conceptual understanding of IT operations processes and best practices
  • Basic technical understanding of cloud, new stack, mobile, and application performance technology   
  • Proven expertise working with the executive level in client environments, as well as with procurement and business owners
  • Highly motivated, energetic and committed to getting results
  • Awareness of the APM marketplace with an understanding of where Dynatrace is positioned and their key strengths above the competition.
  • Ability to develop a strong relationship with the user/customer communities
  • 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, Services or Pre-Sales
  • Cloud based technologies and architecture (AWS, Azure, OpenShift, Google Cloud, Pivotal, Cloud Foundry)

Dynatrace:is the innovator behind the new generation of Application Performance Management.  Become part of this fast-growing, highly successful and profitable technology organization that is recognized by marquee customers and industry analysts for addressing I.T.’s biggest challenges.  In this role, you will enjoy the chance to represent the #1 APM product set that is the only one to have been recognized in the Gartner “Leaders Quadrant” for 7 years in a row.  

Apply now