Serves as the senior technical advisor and primary account contact for enterprise Dynatrace customers. Owns success planning, platform adoption, architecture guidance, value realization, executive business reviews, risk and escalation management, support case resolution, and change-window coverage. Coordinates cross-functional teams, advocates for customers internally, supports production upgrades and high-impact events, and drives long-term technical outcomes across complex cloud and observability environments.

Owns customer success, adoption, consumption, renewal strategy, and expansion for large enterprise accounts. Builds executive relationships, develops success plans, documents business value, identifies growth opportunities, and advocates for customers internally. Partners with sales, marketing, product, and post-sales teams to drive business outcomes, resolve issues, create reference accounts, and support digital transformation. Requires strong commercial, technical, communication, and executive engagement skills, plus expertise in observability, cloud platforms, and application performance monitoring.

Leads a team of technical product experts delivering Dynatrace configuration, consultation, and ticket-based support to customers and internal teams. Manages daily operations, ticket intake, triage, routing, escalations, capacity, and delivery quality. Coaches team members, develops technical specialization, improves processes, monitors performance, and reports on service trends and customer satisfaction. Collaborates with leadership and stakeholders to ensure scalable, consistent, high-quality customer experiences.