Lead Technical Account Manager

Dynatrace LLC; United Kingdom; On-site; GBP 75,000 - 95,000; Full time

Job summary

A leading cloud technology firm is seeking a Lead Technical Account Manager to oversee technical solutions for enterprise customers. The ideal candidate will manage client relationships, ensure customer success, and serve as a subject matter expert for Dynatrace solutions. Candidates must have over 6 years of experience, relevant certifications, and a strong orientation towards customer service. The position is only available for UK nationals with Security Clearance due to its sensitive nature.

Benefits

Competitive compensation packages

Culture of excellence

Work with leading cloud providers

Qualifications

• 6+ years of relevant work experience.
• Professional Level Dynatrace certification or ability to get certified within six months.
• Strong understanding of SaaS industry and cloud technologies.

Responsibilities

• Manage customer relationships and strategies for technical solutions.
• Provide advice and training on Dynatrace products.
• Engage with technical teams and advocate for customer needs.

Skills

Leadership

Customer service orientation

Technical problem-solving

Education

Bachelor's degree in Computer Science or equivalent

Tools

Cloud technologies (AWS, Azure)

DevOps tools (Ansible, Jenkins)

ITSM platforms (ServiceNow)

Job description

Lead Technical Account Manager (SC Security Clearance)

• Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values.
• Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.
• Strategize on the overall technical objectives and long-term goals of the team.
• 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 improvements, product adoption, configuration, and additional features to meet their requirements.
• Provide web-based training to user groups to support organizational adoption.
• Undertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processes.
• Providing coaching to TAMs to help them grow in their technical knowledge and personally.
• Function as a frontline technical resource for “best practice” and informal customer questions.
• Engage 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 Partner with support engineers, PM, and R&D to help customers and account teams to speed resolution.
• Help communicate, elevate and advocate on behalf of the customer.
• Provide insights, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds.
• Help customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.
• Have deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution.

What will help you succeed

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
• Work experience 6+ years of experience
• 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
• Ability to manage executive relationships and discussions (VP/CxO)
• Must have exceptional English written and verbal communications skills, as well as organizational and teamwork skills, and the ability to act fast and responsibly 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
• Willingness to learn new technologies and resolve complex technical issues
• Professional Level Dynatrace certification (or get certification within six months)
• Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, …)
• Strong technical understanding and experience in SaaS industry
• Knowledge and experience 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.
• 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

Please Note: due to the secure nature of this position, it only available for candidates holding a UK Security Clearance and are a sole UK National, residing in UK for preceding five years. In addition, candidates will be required to either hold an active higher level clearance, or be eligible and willing to obtain it. Individuals without security clearance will be considered for this and/or wider opportunities at Dynatrace.

Why you will love being a Dynatracer

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.