• AppD Technical Account Manager - Customer Success Jobs in Australia - 25312253

  • Cisco Systems Inc.
  • Australia
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  • 5 - 8 Years
  • Posted : above 1 month

Job Description:

AppD Technical Account Manager - Customer Success


Melbourne, Victoria, Australia

Area of Interest

Customer Experience

Job Type


Technology Interest


Job Id



Technical Account Manager/Customer Success

Customer & Revenue Organization | APAC

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 Technical Account Manager with the Customer Success team, you will be responsible for the strategic account management and technical leadership of a portfolio of AppDynamics most strategic customers in the APAC region Working directly with customers, you will be the subject matter expert on Application Performance Management (APM) as a practice and AppDynamics

You will be responsible for delivering value by driving adoption of our platform across the clients enterprise In addition, you will have the opportunity to work directly with our Product Management, Engineering, and Marketing teams to share your knowledge and experiences to ultimately improve our business and our customers success

In collaboration with the rest of our go-to-market and technology organization and an eye towards scale, you will play a pivotal role in defining a holistic customer journey which driving exceptional customer retention rates Your performance will be directly measured against license consumption, net recurring revenue, and overall usage of AppDynamics Day-to-day responsibilities will include a mixture of technical consultation, troubleshooting, and relationship management Think of yourself as the customers Chief Adoption Officer

Key responsibilities

Actively drive value realization of AppDynamics within our most strategic and complex customer environments; Increase operational use of AppDynamics across the enterprise through in-depth adoption assessments
Establish a trusted advisor relationship which spans both technical expertise and strategic account management Focus on driving new relationships, opening doors to new uses cases / champions / applications teams
Advocate and teach AppDynamics best practices; Identify training gaps and opportunities for expansion and enhancement
Drive a strong evangelization program; identify and nurture internal AppD champions
With each customer, develop a Joint Success Plan (JSP) to guide conversations and track daily activities required for our customers achieve specific, strategic business outcomes
Help each customer navigate AppDynamics including our Product, Support, Sales & Renewals teams
Become a super 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
Provide scheduled and as-needed operational reviews with the customer
Track product adoption and success demonstrate account health through KPIs tied to business outcomes Play an active role in building a truly data-driven organization
Play an active role in building our customer success playbook / and JSP delivery methodology


5 years work experience in a technical, business-facing role, including, but not limited to pre/post-sales consulting, professional services, technical account management, customer support and engineering, etc
Solid understanding of Java web application architecture frameworks, distribution mechanisms and messaging components and/or experience with common NET web application architecture frameworks, distribution mechanisms and messaging components
Meaningful experience deploying and/or supporting enterprise software solutions, working with either Java or NET
Must have experience and working knowledge of Unix, Linux, and Windows command operating systems, including shell scripting
Excellent communication and presentation skills; the ability to interface with a variety of stakeholders and describe complex technology in simple terms
Experience with escalation management and working with Sales, Support, Product Management and Engineering
Understanding of the business goals that our customers are trying to achieve reducing number of incidents, incident duration, and driving increase in customer experience and perception
Experience and high comfort level building and nurturing relationships with business and technical stakeholders at all levels Strong presentation and documentation skills
Ability to work with multiple clients concurrently
Able and willing to travel as the job requires, up to 50 PERCENT
Familiarity with Salesforce and Gainsight a plus

Desirable Skills

Experience/understanding of Application Performance Management (APM)
Experience with AppDynamics directly
Working knowledge of storage area networks and virtualization technologies
Knowledge of AWS, Azure and/or other cloud technologies
Knowledge of basic networking components and concepts
Ability to troubleshoot basic networking issues that may prevent communication between hosts
Experience with web servers and common relational databases used in todays application architectures and an ability to understand SQL


Bachelors degree or equivalent work experience Computer Science degree desired


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

Medical, dental, vision coverage
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
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 recruitingappdynamicscom AppDynamics participates in E-Verify


Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 03rd Jun 2020

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