Senior Team Manager, Technical Product Consultants

  • Wien
  • Dynatrace
Job DescriptionResponsibilities and DutiesDirectly manage a team of Technical Product Specialists, including but not limited to hiring, managing performance, communicating expectations, developing individual and team goals, and problem resolution to ensure high employee retention and satisfaction.Coach and mentor your team of Technical Product Specialists through developing a robust training and on-boarding program, hosting team and individual meetings, conducting progress reviews (six-month cadence) around Dynatrace ONE technical standards, frequent evaluations of customer interactions (chat and coaching sessions), and develop individualized career develop plans.Develop, continuously improve, and enable Technical Product Specialists of current Dynatrace ONE programs, processes, and policies, such chat standards, activity tracking, coaching sessions, account health reviews, best practice development, technical knowledge base development, troubleshooting, mock coaching sessions feedback, and technical skills matrix.Report on, be accountable for, and provide recommendations to improve key performance metrics of your Technical Product Specialist team and customer accounts, including but not limited: response time, customer satisfaction, coaching session feedback, and account health review.Collaborate with other teams (Customer Success, Sales, Services, Technical Support, Renewals, and Product Management) to align on key processes, ensure excellent customer experience is being delivered, and the value of Dynatrace ONE and Dynatrace ONE Premium is well understood.Develop strong relationships with Regional Services Managers and Account Executives in order to position Dynatrace ONE Premium early in their sales cycles and able to articulate the value of Dynatrace ONE Premium to their customers.Coordinate with Senior Technical Product Consultants and the broader management team to develop and deliver technical workshops for Product Specialists, and identify customer usage trends with DynatraceQualificationsBachelor’s Degree or equivalent experience in Computer Science or similar field5+ years of proven experience leading teams5+ years of technical account management, customer support, consulting or equivalent experience, preferably in a technology-oriented, SaaS-related business.3+ years hand-on experience architecting, managing, using enterprise monitoring solutionsExceptional written and verbal communication skillsExcellent presentation skills, including mastery of PowerPoint and public speakingExcellent relationship building skills, including executive levelsProven experience leading strategic initiatives with quantifiable resultsExperience working with large, enterprise customers including executive leadershipHolds or on track to earn within six month a Dynatrace Associate CertificationResults-oriented and driven individualFoster teamwork and collaborationCan provide and incorporates feedbackTrack record of driving innovationHandles pressureAdditional InformationDue to legal reasons we are obliged to disclose the minimum salary for this position, which is € 70.000 per year based on full-time employment (38.5 h/week).