Strategic Customer Success Manager

We realized that the traditional post-sales customer journey is broken, and we are on a mission to fix it! Our aim is to bring together all post-sales customer experiences under one unified framework – and we call it Dynatrace ONE. As a Strategic Customer Success Manager (CSM) you will be at the core of this approach, and your main responsibility will be to make sure our largest, most complex customers realize the value of their Dynatrace investment.
To excel in the role, you will need to be a seasoned strategic thinker with exposure to large corporations, a master in relationship building, and have a solid history of retaining and growing your assigned accounts. Your focus will be on renewals and account growth, navigating enterprise organizations and collaborating with our Champions and account teams to ensure on-time renewals.
Key Responsibilities:Be the trusted advisor and primary post-sale point of contact for all Strategic Organizations across Australia, engaging proactively with various teams on a regular basis.Leverage your and your team's expertise to increase adoption and utilization of Dynatrace capabilities.Demonstrate product features beyond core functionalities to help the customer achieve specific business results and maximum value from the product.Identify opportunities from assigned clients, including upselling and cross-selling of related services and discovery of additional use cases.Be accountable for client consumption, renewal, and retention results.Ensure deployment and utilization best practices are implemented and understood, and collaborate with partners and internal consulting functions to drive timely results.Handle escalations and coordinate across functional areas of Dynatrace to ensure flawless delivery (including Marketing, Sales, Professional Services, Engineering, Finance, Training, Support).Additional Responsibilities:Develop relationships with complex customers and help various departments unleash the value of Dynatrace through education, enablement, and internal discovery.Be the champion of deployment success by mapping out relevant stakeholders and engaging them on the relevant value proposition.Visit client locations on a regular basis to ensure client satisfaction and promote ongoing contract renewals.Coordinate sales quotations and respond to requests for proposals.
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