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Lead Technical Account Manager (SC Security Clearance)

dynaTrace software GmbH

United Kingdom

Remote

GBP 65,000 - 90,000

Full time

29 days ago

Job summary

Join a leading company in unified observability and security as a customer success expert with Dynatrace. Leverage your extensive industry experience to provide superior technical support and training while engaging with top-tier clients, all within a supportive and innovative culture. The position requires UK Security Clearance, and candidates must have a strong technical background and a passion for customer advocacy.

Benefits

Competitive compensation
Culture of excellence
Work with major cloud providers
Access to cutting-edge technology

Qualifications

  • 6+ years of relevant work experience with large enterprise customers.
  • Proven dedication to team and customer success.
  • Exceptional English communication skills and subject matter expertise.

Responsibilities

  • Provide solutions to complex configuration issues and advocate for customer success.
  • Engage with customer support to ensure prompt resolution of issues.
  • Conduct web-based training for organizational adoption of Dynatrace.

Skills

Leadership
Mentorship
Customer service orientation
Organizational skills
Strategic thinking
Communication

Education

Bachelor's degree in Computer Science, IT, or equivalent experience
Professional Dynatrace certification
At least two industry-relevant Associate Level certifications (AWS, Azure, etc.)

Tools

Dynatrace technologies
Cloud platforms (AWS, Azure, etc.)

Job description

Your role at Dynatrace
  • 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 integrations.
  • Strategize on the technical objectives and long-term goals of the team.
  • Provide advice and guidance as a subject matter expert to ensure successful product usage, adoption, and growth of the customer’s footprint.
  • Advocate for customers by understanding their goals and use cases, then suggesting improvements, adoption strategies, and additional features.
  • Provide web-based training to support organizational adoption.
  • Identify opportunities for Dynatrace usage across organizational functions through discovery and education activities.
  • Coach TAMs to enhance their technical knowledge and personal growth.
  • Serve as a frontline technical resource for best practices and customer inquiries.
  • Engage with customer support to ensure prompt resolution of issues.
  • Collaborate with Product management on product roadmap discussions as a customer advocate.
  • Participate in Monthly and Quarterly Business Reviews with customers.
  • Maintain current knowledge of Dynatrace products and services.
  • Document best practices and support communication with support engineers, PM, and R&D.
  • Advocate and communicate on behalf of the customer, escalating issues as needed.
  • Provide insights and technical credibility to understand issues and workarounds.
  • Help analyze support ticket trends to develop success plans and enablement advice.
  • Deeply understand customer infrastructure, architecture, and business/regulatory requirements to expedite resolutions.
What will help you succeed
  • Bachelor's degree in Computer Science, IT, or equivalent experience.
  • 6+ years of relevant work experience.
  • Experience with large enterprise customers, including executive relationships.
  • Leadership, mentorship, and organizational skills.
  • Proven dedication to team and customer success.
  • Ability to manage relationships with VP/CxO level stakeholders.
  • Exceptional English communication skills, organizational skills, and responsibility.
  • Subject Matter Expert (SME) in Dynatrace technologies and related frameworks.
  • Willingness to learn new technologies and resolve complex issues.
  • Professional Dynatrace certification (or obtain within six months).
  • At least two industry-relevant Associate Level certifications (AWS, Azure, etc.).
  • Strong technical understanding of SaaS industry.
  • Knowledge of technologies related to Dynatrace, such as cloud platforms, web servers, application servers, mobile technologies, DevOps tools, and ITSM platforms.
  • Customer service orientation and teamwork mindset.
  • Proven success in strategic thinking, tactical execution, and high customer satisfaction in fast-paced environments.

Please Note: Due to the secure nature of this position, it is only available for candidates holding a UK Security Clearance, being a sole UK National, and residing in the UK for the past five years. Candidates must hold or be eligible for higher level clearance. Individuals without security clearance will be considered for other opportunities at Dynatrace.

Why you will love being a Dynatracer
  • Dynatrace leads in unified observability and security.
  • We offer a culture of excellence with competitive compensation.
  • Work with major cloud providers like AWS, Microsoft, and Google Cloud, forming strategic alliances.
  • The platform uses cutting-edge tech, including AI, to help customers modernize and automate cloud operations.
  • Over 50% of the Fortune 100 are current Dynatrace customers.
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