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Principal Customer Engagement 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 transformation, and we are dedicated to leading this change. Our goal is to unify all post-sales customer interactions within a cohesive framework known as Dynatrace ONE. As a Senior Customer Success Strategist, 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. Your expertise in relationship management and a proven track record of account retention and growth will be essential. Your primary focus will be on renewals and expanding account value, adeptly navigating enterprise structures while collaborating with our Champions and account teams to secure timely renewals.

  • Act as the trusted advisor and main post-sale contact for all Strategic Organizations, engaging proactively with various teams regularly.
  • Utilize your expertise and that of your team to enhance the adoption and use of Dynatrace capabilities.
  • Showcase product features beyond the core 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 uncovering additional use cases.
  • Take responsibility 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.

Key Responsibilities:

  • Build and nurture relationships with complex clients, aiding various departments in realizing the value of Dynatrace through education and enablement.
  • Champion deployment success by identifying relevant stakeholders and engaging them with the appropriate value propositions.
  • Regularly visit client locations to ensure satisfaction and promote ongoing contract renewals.
  • Coordinate sales quotations and respond to requests for proposals.

Qualifications:

  • 7+ years of progressive experience managing complex SaaS clients.
  • Ability to quickly forge strong relationships with users, commercial partners, and internal communities to drive outcomes.
  • Exceptional verbal, written, and interpersonal communication skills in English; proficiency in any additional APAC language is advantageous.
  • Experience collaborating with executives in client environments, as well as with procurement and business leaders.
  • Highly motivated, energetic, and results-oriented.
  • 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 insight, with a conceptual understanding of IT operations processes and best practices.
  • Technical knowledge of cloud concepts and application performance technology, including specific use cases for AWS, GCP, and Azure.
  • Familiarity with the APM marketplace and understanding of Dynatrace's key strengths.

Additional Information: