Lead Technical Account Manager (SC Security Clearance)

Your role at Dynatrace

• 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 complex configuration issues with Dynatrace solutions and integrations.
• Strategize on the technical objectives and long-term goals of the team.
• Provide advice and guidance as a subject matter expert to ensure successful product usage, adoption, and growth of the customer’s footprint.
• Advocate for customers by understanding their goals and use cases, then suggesting improvements, adoption strategies, and additional features.
• Provide web-based training to support organizational adoption.
• Identify opportunities for Dynatrace usage across organizational functions through discovery and education activities.
• Coach TAMs to enhance their technical knowledge and personal growth.
• Serve as a frontline technical resource for best practices and customer inquiries.
• Engage with customer support to ensure prompt resolution of issues.
• Collaborate with Product management on product roadmap discussions as a customer advocate.
• Participate in Monthly and Quarterly Business Reviews with customers.
• Maintain current knowledge of Dynatrace products and services.
• Document best practices and support communication with support engineers, PM, and R&D.
• Advocate and communicate on behalf of the customer, escalating issues as needed.
• Provide insights and technical credibility to understand issues and workarounds.
• Help analyze support ticket trends to develop success plans and enablement advice.
• Deeply understand customer infrastructure, architecture, and business/regulatory requirements to expedite resolutions.

What will help you succeed

• Bachelor\’s degree in Computer Science, IT, or equivalent experience.
• 6+ years of relevant work experience.
• Experience with large enterprise customers, including executive relationships.
• Leadership, mentorship, and organizational skills.
• Proven dedication to team and customer success.
• Ability to manage relationships with VP/CxO level stakeholders.
• Exceptional English communication skills, organizational skills, and responsibility.
• Subject Matter Expert (SME) in Dynatrace technologies and related frameworks.
• Willingness to learn new technologies and resolve complex issues.
• Professional Dynatrace certification (or obtain within six months).
• At least two industry-relevant Associate Level certifications (AWS, Azure, etc.).
• Strong technical understanding of SaaS industry.
• Knowledge of technologies related to Dynatrace, such as cloud platforms, web servers, application servers, mobile technologies, DevOps tools, and ITSM platforms.
• Customer service orientation and teamwork mindset.
• Proven success in strategic thinking, tactical execution, and high customer satisfaction in fast-paced environments.

Please Note: Due to the secure nature of this position, it is only available for candidates holding a UK Security Clearance, being a sole UK National, and residing in the UK for the past five years. Candidates must hold or be eligible for higher level clearance. Individuals without security clearance will be considered for other opportunities at Dynatrace.

Why you will love being a Dynatracer

• Dynatrace leads in unified observability and security.
• We offer a culture of excellence with competitive compensation.
• Work with major cloud providers like AWS, Microsoft, and Google Cloud, forming strategic alliances.
• The platform uses cutting-edge tech, including AI, to help customers modernize and automate cloud operations.
• Over 50% of the Fortune 100 are current Dynatrace customers.

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