Sr Technical Account Manager

Your role at Dynatrace

The Technical Account Manager (TAM) is a trusted technical advisor and primary account contact for key Dynatrace customers, accountable for platform success, adoption, and long-term value in complex, large-scale environments. This is a senior, enterprise-focused role that combines technical depth, business understanding, and account management. The TAM owns the overall technical relationship and is the single point of accountability between the customer and Dynatrace.

The TAM is the named owner of a defined set of Success deliverables, including platform health reviews, support case management, change window coverage, version lifecycle planning, and enhancement request advocacy, scaled to the customer’s support tier. The role is not support-centric or project-limited. It requires strong technical judgment, executive presence, and ownership across long-running engagements, and it operates at the highest tier of the Dynatrace Success offering.

Key Responsibilities

• Success Planning: Maintain a success plan tied to customer business objectives and manage end-to-end service delivery.
• Technical Advisory: Act as primary technical authority on architecture, platform health reviews, and guidance through platform transitions and modernization.
• Adoption & Optimization: Drive adoption through enablement plans, new use cases, and best practices.
• Consumption & Value: Monitor usage and consumption and recommend actions that deliver measurable outcomes.
• Executive Engagement: Deliver QBRs and executive checkpoints that align Dynatrace capabilities to business goals.
• Risk & Escalation: Identify and escalate risks before they impact the customer.
• Internal Advocacy: Represent the customer across Sales, Professional Services, and Customer Success.
• Operational Excellence: Run environment evaluations and new-release reviews, coordinate customer events (e.g., Dynadays, workshops), and help establish a Dynatrace center of excellence and governance model.
• Support Case Reviews: Review open and recent cases to spot trends, speed resolution, prevent recurrence, and act as the escalation point.
• Enhancement Requests: Guide customers in submitting feature requests and advocate for their prioritization with Product Management.
• Change Window Support: Provide coverage during planned changes, upgrades, and migrations.
• After-Hours & Event Support: Provide planned on-call coverage for critical moments such as major retail events and product launches, with reasonable advance notice.
• Cadenced Meetings: Lead recurring account and success meetings (weekly at Signature tier).

What will help you succeed

• 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 contracted service levels.
• 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 processes operate in production environments.
• 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).

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.
• You'll get to work at the forefront of innovation with Dynatrace Intelligence—the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next— automatically.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.