The Customer Success Manager (CSM) is responsible for managing success, preserving renewals and identifying growth opportunities for assigned accounts in their territory by setting goals, driving adoption, demonstrating value and focusing on growing relationships with key account personnel. The CSM will drive renewals and account growth, navigate enterprise organizations, and collaborate with our Champions and Dynatrace account team alike to ensure on-time renewals.
Role & Responsibilities
- Accelerate customer adoption of Dynatrace SaaS/Managed product portfolio through technical enablement, usage training, project planning, and basic onboarding
- Own renewal strategy and subsequent on time renewal of subscription(s)
- Identify strategic, new business growth opportunities
- Build Dynatrace brand awareness and loyalty in assigned accounts
- Defend against competition in assigned accounts
- Conduct regular proactive calls and account review meetings; maintain an accurate record of discussion and action items via Salesforce.com
- Ensure that critical issues are documented and escalated in an expeditious manner for resolution
- Coordinate account activities with sales teams for assigned accounts within territory
- Help customers understand our product roadmap and promote migrations as necessary
- Leverage relationships to aid in the building of reference accounts/contacts
- Act as customer advocate and liaison to become a Trusted Advisor
- Minimum 3 year-experience in Customer Success
- Hands-on experience within a SaaS business with an appropriate understanding of the key business drivers and KPIs
- A strong business acumen and commercial outlook with a good conceptual understanding of IT operations processes and best practices
- Excellent English and Arabic (Spoken and written) language skills
- Solid technical understanding of cloud, new stack, and application performance technology
- Proven expertise working with the executive level in client environments, as well as with procurement and business owners
- Excellent verbal, written and interpersonal communication skills
- Awareness of the APM marketplace with an understanding of where Dynatrace is positioned and their key strengths above the competition.
- Highly motivated, energetic and committed to getting results
- Ability to develop strong relationships with the user/customer/internal communities
- Understanding of Internet, web and mobile applications; knowledge of HTTP, HTML, JavaScript etc.
Why you will love to be 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.
