Owns the technical relationship with strategic enterprise customers, driving Dynatrace adoption, platform health, architecture guidance, success planning, consumption, and business value. Leads executive reviews, escalations, support-case resolution, product enhancement advocacy, change-window support, and customer events. Coordinates cross-functional teams, manages risks, supports high-impact production changes, and provides planned after-hours coverage for critical business milestones.

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.