DynatraceLLC
Lead Technical Account Manager
- Compensation
- Not disclosed
- Location
- Denver, US
- Work setup
- Not specified
- Seniority
- Lead
- Employment
- Not specified
- Experience
- Not specified
- Category
- Sales
- Posted
Skills
Must have
- Deep, hands‑on technical expertise with the Dynatrace platform and enterprise observability architectures.
- Demonstrated experience supporting large, complex enterprise customers.
- Proven ability to define, communicate, and manage success plans, including clear milestones, dependencies, risks, and outcomes aligned to customer objectives.
- Strong understanding of modern application stacks, cloud platforms (AWS, Azure, GCP), and cloud‑native technologies (Kubernetes, OpenShift).
- Proven ability to operate independently as a senior technical advisor in high‑visibility customer situations.
- Excellent communication skills, with the ability to explain complex technical topics to executive audiences.
- Strong capability to coordinate and influence cross‑functional teams (Customer Success, Professional Services, Support, Product, Sales) without direct authority.
- Experience proactively identifying and managing program risks, escalation paths, and recovery plans in complex enterprise environments.
- Ability to balance strategic planning and hands‑on execution in high‑ambiguity, high‑visibility customer situations.
- Skilled in executive‑level program communication, including status reporting, expectation setting, and outcome‑based progress reviews (e.g., QBRs, steering meetings).
- Track record of driving accountability across stakeholders to ensure commitments are met and outcomes are delivered as planned.
- Demonstrated experience delivering within a structured, tiered customer success or support framework, with the ability to adapt engagement depth, meeting cadence, and deliverable scope to match contra
- Experience owning case management and escalation resolution on behalf of enterprise customers, including trend analysis, cross-team coordination, and driving cases to closure within agreed SLAs.
- Proven ability to support customers through high-stakes production changes, upgrades, and maintenance windows, including cutover planning, real-time issue response, and post-change validation.
- Hands-on experience integrating observability platforms with ITSM and CMDB tooling (e.g., ServiceNow, Jira Service Management), with a solid understanding of how enterprises change management processe
- Prior experience acting as a long‑term technical owner for strategic accounts (Preferred).
- History of influencing outcomes across teams without formal authority (Preferred).
- Comfort operating in ambiguous or evolving role definitions (pilot or transformation experience) (Preferred).
Full description
Your role at Dynatrace
The Technical Account Manager (TAM) serves as a trusted technical advisor and primary account contact for key Dynatrace customers, accountable for platform success, adoption, and long‑term customer value across complex, large‑scale environments. This is a senior, enterprise‑focused role operating at a high level across technical domains, business understanding, and account management. The TAM owns the overall technical relationship, leads customer success programs, and acts as the single point of accountability between the customer and Dynatrace.
Key Responsibilities
- Strategic Success Planning & Management: Maintain a success plan tied to customer business objectives and manage end‑to‑end service delivery across the customer account.
- Technical Advisory & Architecture: Serve as the primary technical authority; guide architecture discussions, platform health reviews, and provide deployment guidance through platform transitions and modernization.
- Adoption & Optimization: Accelerate adoption by positioning and prescribing enablement plans (coordinating delivery), identifying new use cases, and driving best practices.
- Consumption & Value Realization: Evaluate, monitor, and review usage and consumption and provide validated recommendations to drive measurable business outcomes for the customer.
- Executive Engagement & Business Reviews: Deliver standardized business reviews (e.g., QBRs) and facilitate executive checkpoints that align Dynatrace capabilities to customer business outcomes.
- Risk & Escalation Management: Proactively identify, capture, and escalate risks to prevent issues prior to impact.
- Internal Advocacy & Collaboration: Serve as the customer’s internal advocate across Dynatrace, ensuring alignment across Sales, Professional Services, and Customer Success.
- Operational Excellence: Conduct regular environment evaluations, lead new‑release reviews, and coordinate customer‑facing events like Dynadays and workshops. Setting up a Dynatrace practice within a business center of excellence / governance of the platform.
- Support Case Reviews: Conduct recurring reviews of the customer’s open and recent support cases to identify trends, expedite resolution, and prevent recurrence; serve as the escalation point to ensure issues are resolved before they escalate to critical incidents.
- Enhancement Request Guidance & Prioritization: Provide structured support for submitting product enhancement and feature requests and actively advocate for their prioritization with Dynatrace Product Management, giving customers a real channel to influence the product roadmap.
- Change Window Support: Provide Dynatrace support coverage during the customer’s planned change and maintenance windows to assist with cutover, validation, and issue response, reducing risk during high-stakes upgrades and migrations.