Customer Success Specialist 

About AppDynamics: 

AppDynamics is an application performance monitoring solution that uses machine learning and artificial intelligence (AI) to provide real-time visibility and insight into IT environments. With our unique AIOps solution, you can take the right action at exactly the right time with automated anomaly detection, rapid root-cause analysis, and a unified view of your entire application ecosystem, including private and public clouds. Using AppDynamics, youll finally align IT, DevOps, and the business around the information that helps you protect your bottom line and deliver flawless customer experiences at scale. 

About the role: 

As a Customer Success Specialist, you will be at the forefront of the new Customer Success movement, helping customers maximize the value they receive from AppDynamics. As part of this role, you will be responsible for the account management of a portfolio of approximately 20 of AppDynamics most strategic Tier 1 regional customers. You will be responsible for driving adoption of the AppDynamics platform at scale throughout customer organizations, in addition to strengthening relationships with key stakeholders, and identifying expansion opportunities for the business. Given the complexity of the large enterprise environments were servicing, this position requires a candidate that has an ever-evolving curiosity of technology, and more specifically, software. Working directly with customers, you will become the subject matter expert of Application Performance Management (APM) as a practice and AppDynamics. You will leverage internal tools to identify product configuration challenges, and partner with Customer Success Engineers (CSEs) to deliver virtual best practices sessions designed to enable our Customers to resolve their issues. Youll identify customer renewal risk, and where needed, leverage our Risk Playbook to get live enablement, services, and education assistance to mitigate risk and bring our customers back to full health. Finally, you will have the opportunity to work directly with our Product Management, Engineering, Sales, Support, and Marketing teams to share your knowledge and experiences to ultimately improve our business and our customers success. You will be required to travel up to 50%. 

Key responsibilities: 

• Own the overall relationship with approximately 20 of our most strategic Tier 1 enterprise customers, and drive customer health as measured by license consumption, overall usage of AppDynamics, and retention/renewal metrics
• Establish a trusted advisor relationship spanning both technical expertise and strategic account management
• Identify and nurture internal AppD champions. Focus on driving new relationships, opening doors to new uses cases / champions / applications teams, and in general, elevating AppDynamics within each environment
• Develop a Joint Success Plan (JSP) for each customer to guide conversations and track daily activities to achieve specific, strategic business outcomes
• Actively drive value realization of AppDynamics within our most strategic and complex customer environments
• Conduct in-depth adoption assessments with various customer teams
• Advocate AppDynamics best practices, and drive evangelization within customer organizations via Virtual and Live Adoption Accelerators
• Identify training/services gaps and opportunities for expansion and enhancement
• Become a proficient user of our software, with the ability to demo our product to customers and lead customers through in-depth conversations about product features and use cases
• Act as initial gatekeeper for customer escalations and properly triage or directly address these situations
• Success offerings, playbooks, and collateral, that allow us to deliver value to customers at greater scale. 

Qualifications: 

• Holds a bachelors degree in Computer Science or equivalent work experience
• Minimum of 3-5 years work experience in a SaaS technical, business-facing role, including, but not limited to: pre/post-sales consulting, professional services, management consulting, and technical program management
• Technical acumen necessary to understand what AppDynamics is, and the problems it solves
• Preferred direct AppDynamics experience, but not required
• Any/all prior experience with AppDynamics or related APM/DevOps solutions is a big plus
• Understanding of the business goals that our customers are trying to achieve: reducing the number of incidents, incident duration, and driving increase in customer experience and perception
• Experience building, selling, or supporting enterprise software, ideally enterprise SaaS
• Successful experience in growth-oriented environments and the ability to meet/exceed aggressive timelines and business metrics; hunter mindset who will assist our field organization in capturing new business
• Experience and high comfort level building and strengthening relationships with executive-level business and technical stakeholders
• Able and willing to travel as the job requires, up to 50%
• Familiarity with Salesforce and Gainsight a plus

Benefits: 

We take great pride in the award-winning culture at AppDynamics. For example: 

• Medical, dental, vision coverage
• 401k match (4.5%) 
• Wellness perks (gym, hobbies, education, store discounts, personal finance)
• 4 weeks paid time off (PTO), 5 days volunteer time off (VTO), 14 holidays (including 1 birthday PTO and 1 floating holiday)
• Mandatory company shut down between Christmas and New Years
• Weekly catered breakfast and lunch, and all the snacks, fruits and drinks your heart desires, monthly happy hour events, and weekly massages
• Free shuttle service and pre-tax commuter benefits

Just a Note: Note to Recruiters and Placement Agencies: AppDynamics does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any AppDynamics employee. AppDynamics will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of AppDynamics. 

AppDynamics is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other unlawful factor. AppDynamics complies with all applicable laws, including those regarding consideration of qualified applicants with criminal histories (such as the San Francisco Fair Chance Ordinance). If your disability makes it difficult for you to use this site, please contact recruiting@appdynamics.com. AppDynamics participates in E-Verify