Technical Team Lead

Your role at Dynatrace

As a Product Specialist Team Lead, you are recognized as an expert in technology and a thought leader. We seek a natural team leader capable of managing our Product Specialist team's day-to-day interactions and processes. In this role, your main priority is to coach and mentor your team members, providing insight into daily responsibilities, real-time assistance, and handling any concerns, escalations, or topics that may arise on our Customer Experience platform. You will be responsible for contributing to the success and productivity of the Product Specialist team and will lead by example.

Responsibilities and Duties :

• Manage a team of new 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.
• Train, continually coach & educate your Product Specialists to ensure the highest standards for our customer experience are achieved and maintained.
• Provide hands-on guidance to your team in our Customer Experience platform and in developing strategies to accelerate the Product Specialist knowledge base
• Be the initial escalation point for Product Specialist questions and escalations, and work with the management team on an ideal resolution strategy.
• Ability to work various 24x7 shifts as required to support your team members.
• Monitor the quality of our customer conversations and provide coaching on product & customer interaction to the team
• Monitor conversation health (including customer experience KPIs, queue management, and manual assignment) of our Customer Experience platform
• Work with the product specialist team to schedule and maintain availability on said Customer Experience solution
• Collaborate with other teams (Customer Success, Professional Services, Technical Support, Insights) to align on key processes, ensure excellent customer experience is being delivered, and the value of Dynatrace ONE
• Report on, be accountable for, and provide monthly / quarterly trends in operational excellence KPIs to improve key performance metrics, including but not limited to : response time, customer satisfaction, coaching session feedback, and account health research in your region.
• Work closely with other Product Specialist Team Leads and leadership to plan and execute structured education on subjects and initiatives.
• Be the initial escalation point for Product Specialist questions and escalations, and work with the leadership team on an ideal resolution strategy.
• Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.

What Will Help You Succeed

Qualifications and Skills :

Why you will love being a Dynatracer

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Skills Required

Customer Experience platforms, Dynatrace technologies, SaaS products