Lead Technical Account Manager, Italian Speaking

Description

Descriptif du poste

Your role at Dynatrace

  • Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values.
  • Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.
  • Strategize on the overall technical objectives and long-term goals of the team.
  • Provide advice and guidance as the subject matter expert to ensure successful ongoing usage, adoption of the product, and foster growth of the customer’s footprint.
  • Be the customer’s advocate by knowing their goals and use cases, then suggesting process improvements, product adoption, configuration, and additional features to meet their requirements.
  • Provide web-based training to user groups to support organizational adoption.
  • Undertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processes.
  • Providing coaching to TAMs to help them grow in their technical knowledge and personally.
  • Function as a frontline technical resource for “best practice” and informal customer questions.
  • Engage with customer support as a customer advocate to ensure speedy resolution of customer issues
  • Engage with Product management as the customer advocate on product roadmap discussions.
  • Participate and prepare for Monthly and Quarterly Business Reviews with customers.
  • Maintain current functional and technical knowledge of Dynatrace products and services.
  • Help to document best practices in developing and using Dynatrace Partner with support engineers, PM, and R&D to help customers and account teams to speed resolution.
  • Help communicate, escalate and advocate on behalf of the customer.
  • Provide insights, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds.
  • Help customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.
  • Have deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution.

What will help you succeed

  • Bachelor's degree in Computer Science, Information Technology, or equivalent work experience  
  • Work experience 6+ years of experience
  • Experience working with large enterprise customers, including executive leadership
  • Demonstrated ability in leadership, mentorship, and organizational behavior
  • A track record of going above and beyond for your team and customers
  • Ability to manage executive relationships and discussions (VP/CxO)
  • Must have exceptional Italian and English written and verbal communications skills, as well as organizational and teamwork skills, and the ability to act fast and responsibly
  • Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace
  • Willingness to learn new technologies and resolve complex technical issues
  • Professional Level Dynatrace certification (or get certification within six months)
  • Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, …)
  • Strong technical understanding and experience in SaaS industry
  • Knowledge and experience with one or more of the following technologies related to Dynatrace: Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc.  
  • Web and application server technologies such as Apache, IIS, WebSphere, WebLogic, and JBoss  Server/Server-side technologies such as java Servlets, PHP, HTML, CSS, Javascript, and Ajax  
  • Mobile application technologies such as iOS and android Webkit  undefined toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.
  • CMDB/ITSM Technologies/platforms such as ServiceNow and BMC
  • Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative
  • Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment

Why you will love being a Dynatracer

  • Dynatrace is a leader in unified observability and security.
  • We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
  • Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
  • The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
  • Over 50% of the Fortune 100 companies are current customers of Dynatrace.

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