Strategic Customer Success Manager

2 months ago

Sydney, Australia Dynatrace Full time
Job Description

We realized that the traditional post-sales customer journey is broken, and we are on a mission to fix it  Our aim is to bring together all post-sales customer experiences under one unified framework – and we call it Dynatrace ONE.  As a Strategic Customer Success Manager (CSM) you will be at the core of this approach, and your main responsibility will be to make sure our largest, most complex customers realize the value of their Dynatrace investment.   

To excel in the role, you will need to be a seasoned strategic thinker with exposure to large corporations, a master in relationship building, and have a solid history of retaining and growing your 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. 

  • Be the trusted advisor and primary post-sale point of contact for all Strategic Organizations across Australia, 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 the customer 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 consumption, 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 (including Marketing, Sales, Professional Services, Engineering, Finance, Training, Support) 

Responsibilities:

  • Develop relationships with complex customers and help various departments unleash the value of Dynatrace through education, enablement, and internal discovery 
  • Be the champion of deployment success by mapping out relevant stakeholders and engaging them on the relevant value proposition
  • Visit client locations on a regular basis to ensure client satisfaction and promote ongoing contract renewals
  • Coordinates sales quotations and responds to requests for proposals

Qualifications

  • 7+ years of progressive experience in managing complex SaaS customers 
  • Ability to quickly develop strong relationships with the users/commercial partners/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 (Miller Heiman / Challenger / LAMP etc.) 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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