Sr. Customer Success Engineer

3 semanas atrás

Rio de Janeiro, Brasil Dynatrace Tempo inteiro

Job Description

As a Customer Success Engineer, you will be responsible for building and maintaining post-sales relationships and technical strategy with Dynatrace's strategic customers. A large percentage of your customers you engage with will include Enterprise & Strategic customers from a Dynatrace spend perspective as well as customers who are part of the Enterprise Success & Support program that have engaged services resources as well. You will serve as a trusted technical advisor, ensuring the successful deployment and adoption of all Dynatrace products.

Customers hold CSE's in high regard as technical experts and rely on you to guide them through ways of obtaining the greatest value from their Dynatrace solutions. You will align with customers' desired business outcomes, enable them on their existing products and services, and work with them to identify opportunities to expand into additional products and services, all while ensuring world-class customer experience, value, and satisfaction.

As part of the account team, you will work closely with your Customer Success Manager (CSM) to define the strategic roadmap for your customers, to allow retention, renewal, and expansion of their Dynatrace relationship, and serve as a liaison between the customer and the Dynatrace Support and Product Management teams.

Responsibilities and Duties

Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values.Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.Provide advice and guidance as the subject matter expert to ensure successful ongoing usage, adoption of the product, and foster growth of the customer’s footprintBe the customer’s advocate by knowing their goals and use cases, then suggesting process improvements, product adoption, configuration, and additional features to meet their requirementsProvide web-based training to user groups to support organizational adoptionUndertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processesFunction as a frontline technical resource for “best practice” and informal customer questionsEngage with customer support as a customer advocate to ensure speedy resolution of customer issuesEngaging with Product management as the customer advocate on product roadmap discussionsParticipate and prepare for Monthly and Quarterly Business Reviews with customersMaintain current functional and technical knowledge of Dynatrace products and servicesHelp to document best practices in developing and using DynatracePartners with support engineers, PM, and R&D to help customers and account teams to speed resolution. They must help, communicate, escalate and advocate on behalf of the customer.Provides insight, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds.Helps customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.Has deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution.

Qualifications

Minimum Requirements

Bachelor's degree in computer science, Information Technology, a related field of study or equivalent work experience.3+ years of experience working with large enterprise customers, including executive leadership, including but not limited to technical account management, customer success or technical sales. 

Preferred Requirements

Demonstrated ability in leadership, mentorship, and organizational behaviorA track record of going above and beyond for your team and customersExceptional corporate presentation and relationship-building skills with technical and non-technical audiences Impeccable time management skills and an ability to self-directProven excellence in communication (written and verbal skills),Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to DynatraceProfessional Level Dynatrace certification (or get certification within six months)Industry-relevant Associate Level certification (AWS, Azure, k8s, …)Strong technical understanding and experience in SaaS industry

Experience with one or more of the following technologies related to Dynatrace:

Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc. Web and application server technologies such as Apache, IIS, WebSphere, WebLogic, and JBoss Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax Mobile application technologies such as iOS and Android Webkit. DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.CMDB/ITSM Technologies/platforms such as ServiceNow and BMCMust be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative.Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment.

This role is not eligible for relocation and MUST work/reside in Brazil

Additional Information

Salary DOE, Mandatory vacations, Meal tickets, Hybrid Work (for those who live in São Paulo),Totalpass (gym pass), Home Office Stipend(For Remote Employees), Childcare Stipend.

Total compensation may vary depending on candidate experience, education and location.

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