The Service Solutions Director is responsible for positioning Dynatrace’s Customer Success strategies and increasing sales of Dynatrace’s Professional Services and Support offerings. This highly dynamic role works closely with the Dynatrace Product Sales Organization through all phases of the sales process and ensures a successful handoff to customer facing post-sales teams. The Service Solutions Director will build and mature collaborative relationships with the Dynatrace Product Sales Organization, as well as customers, to understand needs and objectives, gain trust, and ultimately position the appropriate post-sales offerings. There is also a strong need for good partner alignment with co-delivery strategies, partner support strategies, etc.
The goal of this role is to help new and existing Dynatrace customers realize success and maximize value from the Dynatrace platform and accelerate further investment in Dynatrace. The scope of post sales offerings includes Customer Success, Professional Services, Business Insights services, Education, and Support.
Responsibilities:
- Develops strong, trust-based relationships with product sales and post-sales teams.
- Works with account teams to articulate the portfolio of post-sales offerings based on a prescriptive solution selling approach.
- Matures the services sale through the opportunity pipeline to completion, including scoping, pricing, contracts, and procurement.
- Understand the Partners’ business and align Dynatrace Post Sales solutions to develop compelling ‘go to market’ propositions
- Develops relationships with Partners and delivers associated success strategies considering partner positioning.
- Delivers a well-orchestrated hand-off to post-sales teams ensuring knowledge captured during the pre-sales process is thoroughly communicated. Ensures important information such as Customer business and technical objectives, known pain points, key customer milestones and contacts, scope of services, schedule and all presentations and artifacts shared with the customer are known to the teams engaging to deliver on the post-sales offerings.
- Delivers post-sales offering and positioning enablement to the product sales organization
- Participates in RFP responses to customers addressing post-sales topics
- Tracks and owns service sales forecast, pipeline, and opportunity hygiene. Reporting on a frequent basis to track both productivity and performance.
- Identifies opportunities and collaborates with the global team to optimize and automate as much manual process as possible when selling service solutions
- Works collaboratively with Dynatrace Services Portfolio GTM, Post Sales Marketing and Enablement teams. Provides input based on customer feedback and market trends which validates and consistently looks to improve post-sales offering positioning
- Provides unique skills and perspectives to cross-train team member peers
- Tracks and reviews regional post-sales revenue targets
Travel Requirements
- Occasional travel to client locations, Dynatrace offices and Dynatrace events may be required
Required Skills:
- 8+ years professional services experience in the areas of Application Performance Management, application monitoring, performance engineering / testing, DevSecOps or SDLC operations
- Prior experience driving $5M+ in annual service bookings.
- 4+ years experience in positioning and selling consulting and professional services based on business need and a professional services portfolio
- Degree in Computer Science, Computer Engineering, Information Technology, or Business Administration with a focus on IT
- Ability to demonstrate solid understanding of Dynatrace technology, Services offerings, and Enterprise Software deployments in discussion with clients and prospects
- Demonstrated ability to work with customers and diverse teams of post-sales resources to deliver successful outcomes in challenging conditions
- Strong coordination capabilities with excellent organizational/time management skills
- Strong communication skills with a passion to learn new technology and deliver successful customer outcomes
- Solid presentation and writing skills as well as experience with creating professional proposals and deliverables
- Good understanding of application lifecycles in cloud platforms (AWS, Azure, GCP)
Desired Experience:
- Ideal candidates will have 5+ years Dynatrace Technology Consulting or equivalent Technical Consulting experience
- 5+ Years working in a Partner Channel situation with Software Vendors, Systems Integrators, etc.
- Project management, program management, and/or engagement management experience
- Dynatrace Product Certification
- We are a market share leader & a 14 x magic quadrant leader.
- We invest more in R&D than some of our competitors’ total revenue, assuring market-leading customer value and quick adoption.
- Enjoy our culture of excellence with competitive compensation packages that recognize and reward greatness.
- Working with the largest of the Cloud players like AWS, Azure, Pivotal and Google Cloud allows our customers to have the best of 3rd Generation Monitoring in the world. Not to mention we’re fully automated from the start, providing the most advanced solution leveraging our AI machine learning technology
- We offer a competitive compensation package, benefits, company pension scheme and holidays.
