Company DescriptionAre you looking for a fast-paced environment where you can blend your technical curiosity and experience with your passion for helping others (in this case, our customers) succeed in overcoming some of their biggest digital transformation challenges?
If so, look no further.
We want to talk to you!
Dynatrace ONE is Dynatrace's name for our transformative customer experience program, where we bring traditionally siloed post-sales teams, such as customer success, technical support, and services, together into "squads" with the single objective — make our customers successful.
Our mission is to transform the customer experience through personal conversations, strategic guidance, and proactive engagement.As a Senior Manager of Technical Product Consultants, you will lead a team of up to 12 Technical Product Specialists and Consultants whose focus is on building strong customer relationships to ensure high customer satisfaction, providing in-product assistance (chat), delivering remote training sessions, and giving best practice guidance in how to get the most value from Dynatrace.
Using your extensive experience in technical account management, consulting, or other technical customer-facing role, you will collaborate with other Technical Product Specialist managers, peers, and team members to develop, plan, execute, and measure the effectiveness of key Product Specialist and Dynatrace ONE initiatives.
You will also coach and mentor your team of Technical Product Specialists to ensure they are successful at Dynatrace and growing professionally.
Finally, you will also develop strategic relationships, serve as an escalation point, and be a company sponsor to some of our most strategic accounts.Job DescriptionResponsibilities and Duties:Directly manage a team of Technical Product Specialists, including but not limited to hiring, managing performance, communicating expectations, developing individual and team goals, and problem resolution to ensure high employee retention and satisfaction.Coach and mentor your team of Technical Product Specialists through developing a robust training and onboarding program, hosting team and individual meetings, conducting progress reviews (six-month cadence) around Dynatrace ONE technical standards, frequent evaluations of customer interactions (chat and coaching sessions), and develop individualized career development plans.Develop, continuously improve, and enable Technical Product Specialists of current Dynatrace ONE programs, processes, and policies, such as chat standards, activity tracking, coaching sessions, account health reviews, best practice development, technical knowledge base development, troubleshooting, mock coaching sessions feedback, and technical skills matrix.Report on, be accountable for, and provide recommendations to improve key performance metrics of your Technical Product Specialist team and customer accounts, including but not limited to response time, customer satisfaction, coaching session feedback, and account health review.Collaborate with other teams (Customer Success, Sales, Services, Technical Support, Renewals, and Product Management) to align on key processes, ensure excellent customer experience is being delivered, and the value of Dynatrace ONE and Dynatrace ONE Premium is well understood.Develop strong relationships with Regional Services Managers and Account Executives in order to position Dynatrace ONE Premium early in their sales cycles and articulate the value of Dynatrace ONE Premium to their customers.Coordinate with Senior Technical Product Consultants and the broader management team to develop and deliver technical workshops for Product Specialists, and identify customer usage trends with Dynatrace.Qualifications:Bachelor's Degree or equivalent experience in Computer Science or similar field.5+ years of proven experience leading teams.5+ years of technical account management, customer support, consulting or equivalent experience, preferably in a technology-oriented, SaaS-related business.3+ years hands-on experience architecting, managing, using enterprise monitoring solutions.Exceptional written and verbal communication skills.Excellent presentation skills, including mastery of PowerPoint and public speaking.Excellent relationship building skills, including executive levels.Proven experience leading strategic initiatives with quantifiable results.Experience working with large, enterprise customers including executive leadership.Holds or on track to earn within six months a Dynatrace Associate Certification.Results-oriented and driven individual.Foster teamwork and collaboration.Can provide and incorporate feedback.Track record of driving innovation.Handles pressure.All your information will be kept confidential according to EEO guidelines.
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