Customer Success Manager

Services / Sydney, AUS

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Your role in the team 

• Act as a “named” customer success manager for a designated set of customers
• Create Customer Success Plans for a defined set of customers
• Use automation and pro-actively guide customers on their way to a successful Dynatrace adoption
• Perform quarterly business reviews with a certain set of customers 
• “Growth hacking” - Identify and qualify growth opportunities and work with sales teams for assigned accounts to drive upsell
• Leverage relationships to build reference cases and success stories
• Working together with Product Specialists and Support engineers to deliver a world-class customer experience

Your profile 

• At least 5+ years experience and a first class track record of Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention with a proven ability in introducing innovation and efficiency;
• Impeccable written and verbal (English) communication skills and an ability to work at all levels within an organisation;
• Experience with a vendor, systems integrator or consulting house that ideally combines customer success, post-sales, sales and services experience;
• An in-depth understanding of the value drivers in recurring revenue business models and cloud-centric engagement;
• The high level analytical skills and attention to detail required to ‘deep dive’ into complex Enterprise & Government operational landscapes and their linkages into the technology stack, ensuring integrity of understanding and solution development in each and every customer interaction;
• Strong financial acumen, SLA and contract review expertise which understands and considers the end-to-end, from strategic imperatives down to base line operational service level metrics; and
• The ability to highlight direct success in providing customers with success blueprints, service plans and business roadmaps that outline their critical success factors, metrics for success, potential issues and recommendations going forward. 
  
You will love this job if 
• you are passionate about growing existing customer relations
• you are fascinated about modern, state-of the art application technologies
• you like to work together with a team of specialists supporting the growth of our customers
• you want to be part of a brand-new, SaaS-driven, agile customer experience organization. 

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