Responsibilities and Duties

• Directly manage a team of Technical Product Specialists, including but not limited to hiring, managing performance, communicating expectations, developing individual and team goals, and problem resolution to ensure high employee retention and satisfaction.
• Coach and mentor your team of Technical Product Specialists through developing a robust training and on-boarding program, hosting team and individual meetings, conducting progress reviews (six-month cadence) around Dynatrace ONE technical standards, frequent evaluations of customer interactions (chat and coaching sessions), and develop individualized career develop plans.
• Develop, continuously improve, and enable Technical Product Specialists of current Dynatrace ONE programs, processes, and policies, such chat standards, activity tracking, coaching sessions, account health reviews, best practice development, technical knowledge base development, troubleshooting, mock coaching sessions feedback, and technical skills matrix.
• Report on, be accountable for, and provide recommendations to improve key performance metrics of your Technical Product Specialist team and customer accounts, including but not limited: response time, customer satisfaction, coaching session feedback, and account health review.
• Collaborate with other teams (Customer Success, Sales, Services, Technical Support, Renewals, and Product Management) to align on key processes, ensure excellent customer experience is being delivered, and the value of Dynatrace ONE and Dynatrace ONE Premium is well understood.
• Develop strong relationships with Regional Services Managers and Account Executives in order to position Dynatrace ONE Premium early in their sales cycles and able to articulate the value of Dynatrace ONE Premium to their customers.
• Coordinate with Manger of CSMs to regularly report on Dynatrace ONE KPIs, wins and customer success stories.
• Coordinate with Senior Technical Product Consultants, Dynatrace ONE Architects, and management develop and deliver technical workshops for Product Specialists and identify customer usage trends with Dynatrace.

All your information will be kept confidential according to EEO guidelines.

• Bachelor’s Degree or equivalent experience in Computer Science or similar field
• 5+ years of proven experience leading teams
• 5+ years of customer support or equivalent experience, preferably in a technology-oriented, SaaS-related business.
• 3+ years hand-on experience architecting, managing, using enterprise monitoring solutions
• Exceptional written and verbal communication skills
• Excellent presentation skills, including mastery of PowerPoint and public speaking
• Excellent relationship building skills, including executive levels
• Proven experience leading strategic initiatives with quantifiable results
• Experience working with large, enterprise customers including executive leadership
• Holds or on track to earn within six month a Dynatrace Associate Certification
• Results-oriented and driven individual
• Foster teamwork and collaboration
• Can provide and incorporates feedback
• Track record of driving innovation
• Handles pressure