Lead Technical Account Manager

Your role at Dynatrace
As a Lead Technical Account Manager, you will be responsible for building and maintaining post-sales relationships with Dynatrace's highest strategic customers. You will serve as a trusted advisor, ensuring the successful deployment and adoption of all Dynatrace products. Customers hold TAM's in high regard as experts and rely on you to guide them through ways of obtaining the greatest value from their Dynatrace solutions. You will be a point of contact and resource for other Technical Account Managers which include coaching, mentoring, and providing feedback. These duties will also expand into partnering with other TAM's and customers to ensure success with Dynatrace Solutions.
Responsibilities and Duties:

• Coach, Mentor, and provide feedback on an ongoing basis to other CSE's while providing tactical recommendations
• Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values
• 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 footprint
• Be the customer's advocate by knowing their goals and use cases, then suggesting process changes, product adoption, configuration, and additional features to meet their requirements
• Function as a frontline technical resource for "best practice" and informal customer questions
• Engage and review with customer support as a customer advocate to ensure speedy resolution of customer issues
• Engage with Product management as the customer advocate on product roadmap discussions
• Participate and prepare for Monthly and Quarterly Business Reviews with customers
• Maintain current functional and technical knowledge of Dynatrace products and services
• Help to document best practices in developing and using Dynatrace
• Partners 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.

What will help you succeed
Qualifications and Skills:

• Education: Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
• Work experience 5+ years of experience
• Fluency in both Portuguese and English with strong written and verbal communications skills
• Prior leadership experience that is demonstratable
• Experience working with large enterprise customers, including executive leadership
• Demonstrated ability in leadership, mentorship, and organizational behavior
• A track record of going above and beyond for your team and customers
• Exceptional corporate presentation and relationship-building skills with technical and non-technical audiences
• Impeccable time management skills and an ability to self-direct
• Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace. Or demonstrated experience as a Subject Matter Expert in another observability platform.
• Willingness to learn new technologies and resolve complex technical issues
• Industry-relevant Associate Level certification (AWS, Azure, k8s, ...)
• Strong technical understanding and experience in SaaS industry
• Familiar 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, REACT 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 BMC
• Must 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
• Must be a strong self-learner and capable of creating and expanding professional networks within Dynatrace and within customers.
• This position requires traveling to the US once a year. It also requires frequent customer visits within Brazil
• Dynatrace Associate Level and Professional Level Dynatrace certification, or a Professional Level valid certification of a different observability platform preferred

Why you will love being a Dynatracer

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.