At a Glance
- Tasks: Be the go-to tech advisor for major clients, ensuring their success with our platform.
- Company: Join Dynatrace, a leading software company focused on innovation and customer value.
- Benefits: Enjoy a competitive salary, career development, and a vibrant, collaborative work culture.
- Other info: Work in a diverse, international team that values creativity and growth.
- Why this job: Make a real impact by helping enterprises optimise their tech environments.
- Qualifications: Strong technical skills and experience with enterprise-level customer support required.
The predicted salary is between 63000 - 77000 £ per year.
Your role at Dynatrace
The
Technical Account Manager (TAM) serves as a trusted technical advisor and primary account contact for key Dynatrace customers, accountable for platform success, adoption, and long‑term customer value across complex, large‑scale environments.
This is a senior, enterprise‑focused role operating at a high level across technical domains, business understanding, and account management.
The TAM owns the overall technical relationship, leads customer success programs, and acts as the single point of accountability between the customer and Dynatrace.
This role is not support‑centric or project‑limited; it requires strong technical judgment, executive presence, and ownership across long‑running customer engagements.
The TAM operates at the highest tier of Dynatrace Success offering adapting to their engagement model, meeting cadence, and deliverable depth to match the contracted tier and customer complexity
Key Responsibilities
- Strategic Success Planning & Management: Maintain a success plan tied to customer business objectives and manage end‑to‑end service delivery across the customer account.
- Technical Advisory & Architecture: Serve as the primary technical authority; guide (1.1)architecture discussions, platform health reviews, and provide deployment guidance through platform transitions and modernization.
- Adoption & Optimization: Accelerate adoption by positioning and prescribing enablement plans (coordinating delivery), identifying new use cases, and driving best practices.
- Consumption & Value Realization: Evaluate, monitor, and review usage and consumption and provide validated recommendations to drive measurable business outcomes for the customer.
- Executive Engagement & Business
Reviews: Deliver standardized business reviews (e. g., QBRs) and facilitate executive checkpoints that align Dynatrace capabilities to customer business outcomes.
- Risk & Escalation Management: Proactively identify, capture, and escalation to prevent issues prior to impact.
- Internal Advocacy & Collaboration: Serve as the customer’s internal advocate across Dynatrace, ensuring alignment across Sales, Professional Services, and Customer Success.
- Operational Excellence: Conduct regular environment evaluations, lead new‑release reviews, and coordinate customer‑facing events like Dynadays and workshops.
- Support
- Case
Reviews: Conduct recurring reviews of the customer’s open and recent support cases to identify trends, expedite resolution, and prevent recurrence; serve as the escalation point to ensure issues are resolved before they elevate to critical incidents.
- Enhancement Request Guidance & Prioritization: Provide structured support for submitting product enhancement and feature requests and actively advocate for their prioritization with Dynatrace Product Management, giving customers a real channel to influence the product roadmap.
- Change
- Window
Support: Provide Dynatrace support coverage during the customer’s planned change and maintenance windows to assist with cutover, validation, and issue response, reducing risk during high‑stakes upgrades and migrations.
- Cadenced
- Account
- Meeting
Management: Manage and lead recurring account and success meetings (weekly at Signature tier) to ensure regular alignment on progress, priorities, risks, and health relationship between the customer and Dynatrace
What will help you succeed
Qualifications
- Deep, hands‑on technical expertise with the Dynatrace platform and enterprise observability architectures.
- Demonstrated experience supporting large, complex enterprise customers.
- Proven ability to define, communicate, and manage success plans, including clear milestones, dependencies, risks, and outcomes aligned to customer objectives.
- Strong understanding of modern application stacks, cloud platforms (AWS, Azure, GCP), and cloud‑native technologies (Kubernetes, Open Shift).
- Excellent communication skills, with the ability to explain complex technical topics to executive audiences.
- Strong capability to coordinate and influence cross‑functional teams (Customer Success, Professional Services, Support, Product, Sales) without direct authority.
- Experience proactively identifying and managing program risks, escalation paths, and recovery plans in complex enterprise environments.
- Skilled in executive‑level program communication, including status reporting, expectation setting, and outcome‑based progress reviews (e. g., QBRs, steering meetings).
- Demonstrated experience delivering within a structured, tiered customer success or support framework, with the ability to adapt engagement depth, meeting cadence, and deliverable scope to match contracted service levels.
- Experience owning support case management and escalation resolution on behalf of enterprise customers, including trend analysis, cross-team coordination, and driving cases to closure within agreed SLAs.
- Proven ability to support customers through high‑stakes production changes, upgrades, and maintenance windows, including cutover planning, real‑time issue response, and post‑change validation.
- Hands‑on experience integrating observability platforms with ITSM and CMDB tooling (e. g., Service Now, Jira Service Management), with a solid understanding of how enterprises change management processes operate in production environments.
- Why you will love being a Dynatracer
- A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
- Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
- A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
- An environment that fosters innovation, enables creative collaboration, and allows you to grow.
- A globally unique and tailor‑made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
- A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
- A culture that is being shaped by the diverse personalities, expertise, and background of our global team.
Compensation and Rewards
For the role of a Technical Account Manager the salary range starts from £66,000 up to £82,000, depedning on suitabiulity and skills. (we’ve listed a salary range for transparency, but if your experience and skills bring unique value, we would still love to hear from you)
Technical Account Manager employer: Dynatrace
At Dynatrace, we pride ourselves on fostering a culture of innovation and excellence, making us an exceptional employer for those looking to lead in the field of Enterprise AI. Our competitive compensation packages, commitment to employee growth through comprehensive training programs, and the opportunity to work with industry leaders like AWS and Google Cloud create a dynamic environment where your contributions directly impact global enterprises. Join us to be at the forefront of AI advancements while enjoying a collaborative workplace that values your expertise and encourages professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dynatrace. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dynatrace before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dynatrace:Your cover letter is your chance to shine! Tell us why you want to work at Dynatrace specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dynatrace!
How to prepare for a job interview at Dynatrace
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
