Customer Success Manager

5 months ago

Kuala Lumpur, Malaysia Dynatrace Full time

As a Customer Success Manager (CSM) for our enterprise accounts, you will play a pivotal role in driving the strategic success of our customers and ensuring they realize the full value of their Dynatrace investment.

At Dynatrace, we recognized the flaws in traditional post-sales customer journeys and embarked on a mission to fix them. This is why we created Dynatrace ONE, our unified framework that revolutionizes post-sales customer experiences As a Customer Success Manager (CSM) for our enterprise accounts, you will play a pivotal role in driving the strategic success of our customers and ensuring they realize the full value of their Dynatrace investment.

To thrive in this role, you need a proactive, entrepreneurial, and resilient mindset, and you must be ready to challenge the status quo to drive superior outcomes. Your core objectives are centered around renewals, account growth, and adeptly navigating enterprise organizations. Your key to success is collaborating seamlessly with our champions and account teams, ensuring on-time renewals, and fostering fruitful partnerships.
- Be the trusted advisor and primary post-sale point of contact for a portfolio of large organizations across the APAC region (with a focus on the Malaysia market) and engage proactively with them on a regular basis
- Leverage your and your peers’ expertise to increase the adoption and utilization of Dynatrace capabilities
- Demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value from the product
- Drive value definition, value realization and executive sponsorship
- Identify opportunities and additional revenue streams from assigned clients, including upselling and cross-selling of related services and discovery of additional use cases
- Be accountable for client renewal and retention
- Ensure deployment and utilization best practices are implemented and understood and collaborate with partners and internal consulting function to drive timely results
- Handle escalations and coordinate across functional areas of Dynatrace to ensure flawless delivery (including Marketing, Sales, Professional Services, Engineering, Finance, Support)

**Responsibilities**:

- Develop relationships with mature customers and help them unleash the value of Dynatrace through education and enablement
- Be the champion of deployment success by mapping out relevant stakeholders and engaging them on a relevant value proposition
- Identify additional use cases to be implemented within current accounts
- May support higher-level account managers working on larger accounts from time to time
- Visit client locations periodically to ensure client satisfaction and promote ongoing contract renewal
- Coordinates sales quotations and responds to requests for proposals

**Qualifications**:

- 5+ years of progressive experience in managing complex customers
- Ability to quickly develop strong relationships with the users / commercial partners / internal communities and drive outcomes
- Excellent verbal, written, and interpersonal communication skills
- Experience in working with execs in client environments, as well as with procurement and business owners
- Highly motivated, energetic, and committed to getting results
- Comfort with a fast-paced, dynamic environment is a must; past exposure to a high-growth and/or globally distributed companies is also valuable
- Business acumen and commercial outlook, with a conceptual understanding of IT operations processes and best practices
- Awareness of the APM marketplace with an understanding of where Dynatrace is positioned and key strengths above the competition

**Additional Information**:
**What's in it for you?**
- A **one-product software company** creating real value for the largest enterprises and millions of end customers globally, striving for **a world where software works perfectly**.
- Working with the **latest technologies** and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
- Working models that offer you the flexibility you need, **ranging from** **full remote options** **to** **hybrid** **ones** combining home and in-office work.
- A team that thinks outside the box, welcomes unconventional ideas, and **pushes boundaries**.
- An environment that fosters innovation, enables creative collaboration, and **allows you to grow**.
- A globally unique and **tailor-made career development program** recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
- A **truly international mindset** that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
- Attractive compensation packages and stock purchase options with **numerous benefits and advantages**.

**Discover more perks & benefits**:
**Company Description**:
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