[E747] Customer Success Enablement Manager

[E747] Customer Success Enablement Manager

05 ene
|
Sin nombre
|
Barcelona

05 ene

Sin nombre

Barcelona

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 interally 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.ResponsibilitiesDeliver and maintain onboarding and continuous enablement for regional customer success team while contributing to global program development and process improvementEnable and maintain implementation of customer success playbooks within regional customer success team to ensure effective delivery on proactive customer journeysMeasure 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 improvementAlign 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 deliveryManage 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 programContribute to the creation of digital education assets (e.g. video, webinars, product simulations, welcome emails, insights articles …) to support adoptionTrack and oversee the metrics and reporting needed to measure success and impact of programsRequirements Bachelor’s degree or equivalent work experience5+ years of Customer Success Management or account management experience2+ years of enablement, training, coaching & development experienceExperience with Customer Success methodologies, processes, and enablement best practicesExperience with Customer Success tools as a user or administratorStrong communication, facilitation, and presentation skillsAbility to execute under swift deadlines (must love moving fast and being flexible)Demonstrated ability to establish and manage project priorities and timelines to achieve resultsExperience working with and supporting global teams, preferably in a SaaS organizationExcellent verbal and written communication skills Strong analytical skills and technical capabilitiesAbility to create high-quality content independentlyAbility to embrace new challenges with confidence, curiosity and an open mindExperience with customer journey design, curriculum creation and/or competence development programs Strong customer success acumen and a passion for technologyYou want to hear what Dynatrace ONE is all about? Quickly listen to one of our global leaders: We look forward to your application! Do you want to level up? ---> ApplyBarcelona, Spain /Dynatrace ONE – Customer Success /Employee - REG



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