Customer Success Manager Ii

Company Description
We're an equal opportunity employer and embrace all applicants. Dynatrace wants YOU—your diverse background, talents, values, ideas, and expertise. These qualities are what make our global team stronger and more seasoned. We're fueled by the diversity of our talented employees.
**Job Description**:
The world needs perfect software and Dynatrace works with some of the world’s leading brands to deliver this, including Adobe, Samsung, Verizon, Starbucks, Virgin Money, Ford and Experian. Our Dynatrace ONE team takes the core principles of Agile software development and applies them to delivering amazing customer experience to these and our other 2,000+ customers around the world. We bring together customer success, customer service, and technical consulting disciplines into cross-functional “squads” with a single focus—to make our customers successful.
As a Customer Success Manager II, you will be responsible for preserving and growing subscription renewals for our mid to high tier accounts. You will accomplish this by driving adoption, educating our customers on product and service offerings, demonstrating value, focusing on growing relationships and by acting as their champion within the organization. You will also highlight wins, plan and develop short and long term strategies via Success Planning and provide thought leadership. Our goal is to provide our customers with software intelligence that will accelerate their digital transformation. As a Customer Success Manager, you will be at the heart of that journey.
**Role & Responsibilities**
- Develop and manage customer relationships at all levels in assigned accounts to prove and increase value in Dynatrace solutions.
- Work with the customer to establish clear goals and milestones as it relates to the use of Dynatrace within their organization.
- Assist customers with basic and more advanced set up and navigation of the Dynatrace interface and demonstrate key capabilities of the platform.
- Review, escalate, and advocate on behalf of customers their complaints, concerns, and product issues, seeking to improve their overall experience when engaging Dynatrace.
- Develop and promote an energetic base of users within customers who can demonstrate and articulate the value of Dynatrace within their own organization. In short-develop Dynatrace champions.
- Maintain a detailed understanding of the Dynatrace platform and be able to articulate its key capabilities, benefits, and value customers can expect when deploying it across their enterprise.
- Assist and ensure the successful customer renewals and establish strategies to mitigate any at-risk renewals.
- Identify opportunities for growth, partnering with Sales to develop strategies to successfully expand the total customer ARR.
- Conduct regular proactive calls and account review meetings; maintain an accurate record of discussion and action items.
- Update necessary account records and document activities, etc. related to customer engagement and health in Salesforce and other business tools.
- Achieve measurable goals as mutually set by management.
**Qualifications**:
**Requirements**:
- 1+ years experience in customer success, account management or similar within a technical environment or equivalent work experience
- Resumes must be submitted in English
**Preferred skills and experiences**:
- Bachelor’s degree or equivalent work experience
- Customer Success experience in a SaaS environment/with a SaaS solution
- Strong interpersonal communication skills
- Project Management experience
Additional Information
LI-Remote

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