Strategic Customer Success Professional

1 month ago

Sydney, New South Wales, Australia Dynatrace Full time
Job Description

We aim to revolutionize the traditional post-sales customer journey, and we need your help. As a Strategic Customer Success Manager, you will be at the core of this approach, responsible for ensuring our largest, most complex customers realize the value of their Dynatrace investment.

To excel in this role, you will need to be a seasoned strategic thinker with experience working with large corporations and government, a master in relationship building, and a proven history of retaining and growing assigned accounts. Your focus will be on renewals and account growth, navigating enterprise organizations, and collaborating with our Champions and account teams to ensure on-time renewals.

Key Responsibilities
  • Be the trusted advisor and primary post-sale point of contact for all Strategic Organizations across VIC and WA, engaging proactively with various teams on a regular basis
  • Leverage your and your team's expertise to increase adoption and utilization of Dynatrace capabilities
  • Demonstrate product features beyond core functionalities to help customers achieve specific business results and maximum value from the product
  • Identify opportunities from assigned clients, including upselling and cross-selling of related services and discovery of additional use cases
  • Be accountable for client renewal and retention results
  • Ensure deployment and utilization best practices are implemented and understood and collaborate with partners and internal consulting functions to drive timely results
  • Handle escalations and coordinate across functional areas of Dynatrace to ensure flawless delivery
Qualifications
  • 7+ years of progressive experience in managing complex SaaS customers
  • Ability to quickly develop strong relationships with users, commercial partners, and internal communities and drive outcomes
  • Excellent verbal, written, and interpersonal communication skills in English; any additional APAC language is a bonus
  • Experience in working with execs in client environments, as well as with procurement and business owners
  • Highly motivated, energetic, and committed to getting results
  • Comfort with a fast-paced, dynamic environment is a must; past exposure to a high-growth and/or globally distributed companies is also valuable
  • Sales methodology certification desirable
  • Business acumen and commercial outlook, with a conceptual understanding of IT operations processes and best practices
  • Technical understanding of cloud concepts and application performance technology, and specific use cases for AWS, GCP, and Azure
  • Understanding of APM marketplace and Dynatrace key strengths

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