- 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 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.
- Provide coaching to TAMs to help them grow in their technical knowledge and personally.
- Function as a frontline technical resource for best practices 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 document best practices in developing and using Dynatrace.
- Partner with support engineers, PM, and R&D to help customers and account teams speed resolution.
Help communicate, escalate, and advocate on behalf of the customer.
- Provide insights, advice, and credibility with technical teams to understand technical issues and possible workarounds.
- Help customers and account teams understand support ticket trends/themes to develop success plans and enablement advice.
- Have a deep understanding of customers' infrastructure, architecture, and business/regulatory requirements to speed up resolution.
Education: Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
Work experience: 4+ 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 communication skills; Dutch highly valued.
- Must also possess 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.
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