Customer Journey Director

Your role at Dynatrace
Dynatrace is seeking a data-driven, strategic thinker to join our team as a Customer Journey Director. In this role, as part of the Global Strategic Program team in our post-sales organization, you will be responsible for the strategy, design and execution of the cross-functional Dynatrace customer journey. You will analyze, optimize and improve global, cross functional processes, spanning Professional Services, Support, Customer Success and Education functions to enhance the customer journey while driving consumption and retention of our SaaS business.
In this strategic role you will act as a thought partner to senior leaders across our post-sales organization, using data, insights and cross-functional collaboration to improve customer retention and growth.
You will own and deliver complex analytics projects, shape go-to-market strategy across the post-sales journey and influence decision making at executive level.
What will help you succeed

• Analyze and assess existing processes that support the customer journey and serve as strategic advisor to post-sales leadership, identifying opportunities to enhance operational efficiency, customer health and consumption.
• Architect the customer journey, integrating blueprints from various functions that support the touchpoints
• Lead in-depth analysis of customer behavior, onboarding performance, adoption and churn patterns.
• Design and optimize cross functional, end-to-end customer journey processes, e.g. onboarding orchestration, customer segmentation and health scoring models.
• Build a comprehensive customer feedback program to capture critical customer input to improve the customer journey, and collaborate with Product teams to improve our platform through influencing roadmaps.
• Collaborate with all post-sales functions, including Portfolio Management, Business Systems and Operations, to define and implement improved processes.
• Present insights and recommendations to executive stakeholders to inform quarterly planning, resource allocation and customer initiatives.
• Identify operational inefficiencies and suggest improvements to tools, processes, and workflows.
• Conduct ad-hoc data analysis and deliver presentations to leadership and stakeholders.

Required Qualifications:

• Bachelor's degree in Business, Data Analytics, Information Systems, or related field.
• 8-10 years of experience post-sales strategy, analytics or operations roles in B2B SaaS environments, with knowledge of key metrics and customer success KPIs.
• Self-starter with exceptional business acumen, analytical rigor and project management skills
• Experience with CRM platforms (e.g., Salesforce, Gainsight, HubSpot) and customer success platforms.
• Demonstrated experience in designing business strategy and influencing senior stakeholders.
• Strong communication and visual storytelling abilities for both technical and business audiences
• Excellent communication and interpersonal skills.
• Proven ability to manage multiple projects and deliver insights in a fast-paced environment.

Preferred Qualifications:

• MBA or advanced degree in Business, Science or Information Systems fields.
• Knowledge of customer lifecycle management, NPS, CSAT, or other customer success metrics.
• Experience with customer journey mapping, retention modeling and product usage analytics.
• Ability to learn quickly and deliver results
• Willing to work across global offices and travel as needed
• Employees Can Work Remotely Within the United States with residence 45 miles distance outside of local office. This role can be filled remotely for the right candidate.

Why you will love being a Dynatracer

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.