Customer Success Training/Enablement Manager

| Waltham
Dynatrace ONE is what we’ve branded our transformative customer experience program. We bring traditionally siloed post-sales teams, such as customer success, technical support, and services, together into “squads” with the single objective—make our customers successful. Our mission is to transform the customer experience through personal conversations, strategic guidance, and proactive engagement. We help our customers accelerate their adoption of Dynatrace’s advanced capabilities by leveraging our expertise and best practices, realize the transformational value of Dynatrace to modernize the management of their applications and services, and develop meaningful relationships that focus our customers’ business and personal success. 
 
As a Customer Success Enablement Manager, you will partner with your regional and operational stakeholders to implement programs, policies, and procedures that enable customer success managers to successfully navigate customers through the key stages of their lifecycle: from purchase and onboarding, relationship management, growth and renewals.
 
You will be responsible for delivering training to your regional team as well as measuring it’s effectiveness. You’ll need to evaluate and assess training to ensure it’s effectiveness both internally and externally.Training and enablement will center around multiple topics such as (but not limited to) product adoption, Dynatrace value, and building strong relationships with our customers.
 
The ideal candidate is a high-energy, driven individual with enablement and coaching experience and appreciates working in a fast-paced, dynamic environment. S/he will also need to be culturally sensitive and familiar with global market variations in order to deliver training effectively.

Responsibilities

  • Deliver and maintain onboarding and continuous enablement for regional customer success team while contributing to global program development and process improvement
  • Enable and maintain implementation of customer success playbooks within regional customer success team to ensure effective delivery on proactive customer journeys
  • Measure and drive consistency, productivity, and the efficiency of processes, training, and tools for customer success team while driving feedback to the global customer success program for continuous improvement
  • Align closely with regional customer success leadership to maintain operational customer success program administrative support functions such as territory and account alignment, a regular cadence of reporting and analytics with leadership, tooling updates as well as process updates and key initiative delivery
  • Manage and execute delivery of Dynatrace go-to-market enablement plans, playbooks and strategic projects to regional Customer Success teams"
  • Build relationships, collaborate, and work cross-functionally with key business stakeholders (Sales Leadership, Expert Services, Support, Marketing) that aligns with regional considerations to promote continuous improvement and effectiveness of the customer success program
  • Contribute to the creation of digital education assets (e.g. video, webinars, product simulations, welcome emails, insights articles …) to support adoption
  • Track and oversee the metrics and reporting needed to measure success and impact of programs

Requirements

  • Bachelor’s degree or equivalent work experience
  • 5+ years of Customer Success Management or account management experience
  • 2+ years of enablement, training, coaching & development experience
  • Experience with Customer Success methodologies, processes, and enablement best practices
  • Experience with Customer Success tools as a user or administrator
  • Strong communication, facilitation, and presentation skills
  • Ability to execute under swift deadlines (must love moving fast and being flexible)
  • Demonstrated ability to establish and manage project priorities and timelines to achieve results
  • Experience working with and supporting global teams, preferably in a SaaS organization
  • Excellent verbal and written communication skills
  • Strong analytical skills and technical capabilities
  • Ability to create high-quality content independently
  • Ability to embrace new challenges with confidence, curiosity and an open mind
  • Experience with customer journey design, curriculum creation and/or competence development programs
  • Strong customer success acumen and a passion for technology

Dynatrace provides software intelligence to simplify enterprise cloud complexity and accelerate digital transformation. With AI and complete automation, our all-in-one platform provides answers, not just data, about the performance of applications, the underlying infrastructure and the experience of all users. That’s why many of the world’s largest enterprises trust Dynatrace to modernize and automate enterprise cloud operations, release better software faster, and deliver unrivaled digital experiences.
 
We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an equal opportunity employer and VEVRAA Federal Contractor. We consider all qualified applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, veteran status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [email protected] Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law/EEO is the Law Supplement.
Note to Recruiters and Placement Agencies: Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.

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Location

Just 11 miles west of Boston, you'll find the Dynatrace headquarters, placed outside the bustle of the city in the tech-hub of Waltham.

An Insider's view of Dynatrace

How would you describe the company’s work-life balance?

Dynatrace has provided me with the tools and flexibility to work remotely (when needed) which has allowed me opportunities to be an involved, present parent and have the option to travel while still fulfilling the obligations to the organization I support.

Joe Callina

Lead Sales Recruiter

What does your typical day look like?

I start going through my Salesforce tasks and running through my Cadences in SalesLoft -- this consists of sending targeted emails, executing campaigns, and cold calling. Throughout the day I'm always on LinkedIn where I read any posting from my Named Accounts, read through profiles and network. I then communicate these findings with my Reps.

Kristen Armata

Sales Development Representatives NORAM

How does the company support your career growth?

Dynatrace has a fantastic training program in place to support new hires! The SDR team continues that training with weekly, monthly, and quarterly enrichment to help new employees gain the skills needed to be successful!

Jamie Mallett

Partner Program Manager NORAM

How do you make yourself accessible to the rest of the team?

From the time the new employees attend boot camp to their time in the field around the world, I make myself available to every rep, manager, SE...the entire organization for sales calls, employee meetings, partner calls, events, etc. I have direct communication with team members daily and I give everyone my number and they know they can call me.

Steve Pace

SVP, Global Sales

How has your career grown since starting at the company?

I’ve been with Dynatrace for 2+ years now and it’s incredible to look back and see how I’ve grown professionally over that time. From launching a company-wide employee advocacy program to having the opportunity to teach incoming “Dynatracers” about the benefits of social media.

John Rocker

Social Media Manager

What are Dynatrace Perks + Benefits

Dynatrace Benefits Overview

Being a leader in the market doesn’t mean it’s all work and no play. At Dynatrace, our employees take their jobs seriously but also like to have fun. While at work, we encourage you to take a break and enjoy a game of ping-pong, have a cup of coffee. Work flexibility is important at Dynatrace, we are investing in your growth and happiness! Dynatrace provides a comprehensive benefit plan that allows employees to select benefits that fit their personal needs and stay competitive in the market place.

Culture
Volunteer in local community
Greater Boston Food Bank. Cradles 2 Crayons.
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance covers 100% of annual salary with no maximum.
Dental Benefits
Our dental plan covers $2500 of expenses.
Vision Benefits
Annual eye exams are $10 co-pay with $140 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Dynatrace, Inc. 401(k) retirement plan offers pre-tax and after-tax contributions, a wide spectrum of investment options, loans and a year-end True-up.
401(K) Matching
Dynatrace, Inc. provides employees with a 401(k) matching plan managed by Fidelity. We match 6% of contributions up to 3% of an employee's annual gross pay.
Employee Stock Purchase Plan
Dynatrace, Inc. offers qualified employees to purchase company shares at a 15% discount.
Child Care & Parental Leave Benefits
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Employees have unlimited Sick days.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Dynatrace, Inc. offers pre-tax commuter benefits for all employees.
Game Room
Stocked Kitchen
Dynatrace, Inc. has a fully stocked kitchen including unlimited snacks, coffee, tea.
Professional Development Benefits
Promote from within
Online course subscriptions available
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