Senior Technical Customer Success Specialist

2 semanas atrás


São Paulo, São Paulo, Brasil Dynatrace Tempo inteiro

As a Technical Customer Success Specialist, your primary responsibility will be to cultivate and sustain post-sales relationships and technical strategies with key clients at Dynatrace. You will primarily engage with Enterprise & Strategic clients, ensuring their successful implementation and utilization of Dynatrace solutions.

Clients view Customer Success Specialists as trusted technical authorities, relying on your expertise to help them maximize the benefits of their Dynatrace products. You will align your efforts with clients' business objectives, facilitate their use of current offerings, and collaborate on discovering opportunities for expansion into additional services, all while delivering an outstanding customer experience.

As an integral member of the account team, you will work closely with your Customer Success Manager (CSM) to outline the strategic direction for clients, promoting retention, renewal, and growth of their partnership with Dynatrace. Additionally, you will serve as a bridge between the client and the Dynatrace Support and Product Management teams.

Key Responsibilities

  • Exceed customer expectations and exemplify our Core Values.
  • Diagnose and resolve intricate configuration challenges with Dynatrace solutions and integrations.
  • Provide expert advice to ensure continued product usage and success.
  • Advocate for clients by comprehending their objectives and use cases, recommending enhancements and configurations to meet their needs.
  • Deliver virtual training sessions to support organizational adoption.
  • Engage in activities to identify opportunities for broader Dynatrace usage across various departments.
  • Act as the primary technical resource for addressing client inquiries.
  • Collaborate with customer support to advocate for swift resolution of issues.

Qualifications

  • Minimum Requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience.
  • Fluency in Portuguese and advanced proficiency in English.
  • 3+ years of experience with large enterprise clients in roles such as technical account management or customer success.
  • Preferred Qualifications
  • Demonstrated leadership and mentorship abilities.
  • Proven history of exceptional customer service and team collaboration.
  • Strong presentation and relationship-building skills.
  • Excellent time management and self-motivation capabilities.
  • Outstanding written and verbal communication skills.
  • Demonstrated expertise in Dynatrace technologies.
  • Professional-level Dynatrace certification.
  • Associate-level certification in relevant areas such as AWS, Azure, or Kubernetes.
  • Solid understanding of the SaaS industry.

Experience with various technologies related to Dynatrace:

  • Cloud platforms like OpenStack, AWS, Azure, etc.
  • Web and application server technologies such as Apache and IIS.
  • Server-side technologies including Java Servlets and PHP.
  • Mobile application technologies for iOS and Android Webkit.
  • DevOps toolchain applications like Jenkins and Chef.
  • CMDB/ITSM technologies like ServiceNow and BMC.
  • Strong customer service orientation and a commitment to teamwork and collaboration.
  • Success in strategic planning and tactical execution while maintaining high customer satisfaction in a dynamic environment.

This position requires residency in Brazil and is not open for relocation.

Additional Information

Compensation is based on experience, and company benefits include mandatory vacations, meal tickets, hybrid work options, gym membership, home office stipend, and childcare support. Total compensation may vary based on experience, education, and location.



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