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Client Relationship Success Manager

2 months ago

Sydney, New South Wales, Australia Dynatrace Full time

Job Overview

At Dynatrace, we recognize that the conventional post-sales customer journey requires enhancement, and we are dedicated to transforming it. Our objective is to consolidate all post-sales customer interactions into a cohesive framework, which we refer to as Dynatrace ONE. As a Strategic Customer Success Manager (CSM), you will play a pivotal role in this initiative, ensuring that our most significant and intricate clients derive maximum value from their Dynatrace investments.

To thrive in this position, you should be an experienced strategic thinker with a background in large enterprises and governmental organizations. You must excel in relationship management and possess a proven track record of retaining and expanding your assigned accounts. Your primary focus will be on renewals and account growth, effectively navigating enterprise structures and collaborating with our Champions and account teams to secure timely renewals.

Key Responsibilities:

  • Act as the trusted advisor and main post-sale contact for all Strategic Organizations, engaging proactively with various teams.
  • Utilize your expertise and that of your team to enhance the adoption and utilization of Dynatrace capabilities.
  • Showcase product features beyond basic functionalities to assist customers in achieving specific business outcomes and maximizing product value.
  • Identify opportunities within assigned accounts, including upselling and cross-selling of related services and discovering additional use cases.
  • Take accountability for client renewal and retention metrics.
  • Ensure best practices for deployment and utilization are implemented and understood, collaborating with partners and internal consulting teams to drive timely results.
  • Manage escalations and coordinate across Dynatrace's functional areas to guarantee seamless delivery.

Qualifications:

  • 7+ years of progressive experience in managing complex SaaS customer relationships.
  • Ability to swiftly establish strong relationships with users, commercial partners, and internal stakeholders to drive outcomes.
  • Exceptional verbal, written, and interpersonal communication skills in English; proficiency in any additional APAC language is advantageous.
  • Experience working with executives in client environments, as well as with procurement and business leaders.
  • Highly motivated, energetic, and dedicated to achieving results.
  • Comfortable in a fast-paced, dynamic environment; previous experience in high-growth or globally distributed companies is beneficial.
  • Sales methodology certification (Miller Heiman / Challenger / LAMP, etc.) is desirable.
  • Strong business acumen and commercial perspective, with a conceptual understanding of IT operations processes and best practices.
  • Technical knowledge of cloud concepts and application performance technology, particularly in relation to AWS, GCP, and Azure.
  • Familiarity with the APM marketplace and an understanding of Dynatrace's key strengths.

Additional Information: