Sr Technical Account Manager/ CSE

dynaTrace software GmbH; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading technology company is seeking a Senior Customer Success Engineer to enhance customer relationships and ensure the successful deployment of its products. In this role, you will leverage your technical expertise and communication skills to guide large enterprise customers, strategize on technical objectives, and drive product usage and growth. Join a culture of excellence with competitive rewards while engaging with industry leaders.

Benefits

Competitive rewards

Cutting-edge technology access

Work with top cloud providers

Qualifications

• 4+ years of relevant work experience.
• Experience with large enterprise customers is required.
• Proven success in strategic thinking and tactical execution.

Responsibilities

• Build and maintain post-sales relationships with customers.
• Help customers with product deployment and adoption.
• Identify opportunities for Dynatrace usage in organizations.

Skills

Communication

Leadership

Problem Solving

Technical Understanding

Customer Service

Education

Bachelor's degree in Computer Science, IT

Tools

AWS

Azure

Kubernetes

Job description

Your role at Dynatrace

As a Senior Customer Success Engineer, you will be responsible for building and maintaining post-sales relationships with Dynatrace’s largest, most complex, and most valuable customers. You will serve as a trusted strategic advisor, ensuring the successful deployment and adoption of all Dynatrace products, and helping customers derive maximum value from their solutions. Your role involves aligning with customers' business outcomes, enabling product and service adoption, and identifying opportunities for expansion.

You will work closely with the account team to define strategic roadmaps, facilitate retention, renewal, and growth, and act as a liaison with support and product management teams.

• Exceed customer service expectations, embodying our Core Values.
• Diagnose and resolve complex configuration issues with Dynatrace and integrations.
• Strategize on technical objectives and long-term goals.
• Advise and guide customers to ensure successful product usage and growth.
• Advocate for customers by understanding their goals and suggesting improvements.
• Provide training to support organizational adoption.
• Identify opportunities for Dynatrace usage across organizational functions.
• Coach TAMs to enhance their technical knowledge.
• Act as a frontline resource for technical questions and best practices.
• Coordinate with support to ensure quick resolution of issues.
• Engage with product management on roadmap discussions.
• Prepare for and participate in Business Reviews.
• Maintain up-to-date knowledge of Dynatrace products and services.
• Document best practices and support resolution efforts.
• Communicate and advocate on behalf of customers.
• Provide technical insights and understanding of customer infrastructure and requirements.

What will help you succeed

• Bachelor's degree in Computer Science, IT, or equivalent experience.
• 4+ years of relevant work experience.
• Experience with large enterprise customers and executive interactions.
• Leadership, mentorship, and organizational skills.
• Strong communication skills in English.
• Ability to manage relationships with VP/CxO level stakeholders.
• Subject Matter Expert in Dynatrace technologies and related frameworks.
• Willingness to learn new technologies and resolve complex issues.
• Professional Dynatrace certification (or within six months).
• At least two industry-relevant certifications (AWS, Azure, Kubernetes, etc.).
• Strong technical understanding of SaaS industry and related technologies.
• Knowledge of cloud platforms, web/application servers, mobile technologies, DevOps tools, and ITSM platforms.
• Customer service orientation with teamwork, collaboration, and adaptability.
• Proven success in strategic thinking and tactical execution with high customer satisfaction.

Why you will love being a Dynatracer

• Leader in unified observability and security.
• Culture of excellence with competitive rewards.
• Work with top cloud providers and strategic partners.
• Use cutting-edge technologies like Davis AI to modernize cloud operations.
• Serve over 50% of Fortune 100 companies as clients.