Customer Success Manager

Job description

• Serves as the primary post-sale point of contact for clients/customers.
• Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products.
• Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s).
• May recommend specific solutions to achieve customer’s desired result.
• Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results.
• Ensures best practices are adopted for product use.
• May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support.

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Responsibilities

• Develops relationships with smaller to mid-sized clients in order to increase revenue.
• Pursues relationships with potential new accounts and seeks business expansion opportunities with current clients.
• Has detailed knowledge of products and services being offered and ensures that products and services consistently meet client needs.
• May support higher-level account managers working with larger accounts.
• May visit client locations periodically to ensure client satisfaction and promote ongoing contract renewal. Provides sales quotations and responds to requests for proposals.
• Typically requires a bachelor's degree.

Qualifications

• Previous experience in the related experience.
• A strong business acumen and commercial outlook with a good conceptual understanding of IT operations processes and best practices 
• Basic 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.