Sr Business Analyst - Customer Success (Breaking Change and EOL Communications)

Your role at Dynatrace

Position Overview:

We are seeking a seasoned Operations Lead for Customer Success with experience in the SaaS industry. This role is pivotal in owning and executing customer-facing operational communications related to product updates, end-of-life (EOL) support, and break-fix scenarios. The ideal candidate will have a strong background in developing and managing clear, concise, and customer-centric operational processes and messages that enhance the customer experience and drive product adoption.

Key Responsibilities:

• Develop and implement a comprehensive customer success operations strategy that aligns with company goals and enhances client satisfaction and engagement for internal and customer facing breaking change, end of life, and end of support product communications.  
• Build and communicate a roadmap for the capability area, outlining planned initiatives and improvements.
• Conduct operational reviews for the capability area, reporting on completed actions and outcomes. 
• Establish internal processes and best practices as the foundation for breaking change, end of life, and end of support product communications.
• Partner with Product Management and R&D to automate and continuously improve automation capabilities, supporting systems ,and channels for internal and external communications.
• Partner with R&D, Product Management, D1 Strategy, and Dynatrace ONE Center of Excellence to ensure internal awareness and alignment on customer-facing operational communications and processes
• Work with relevant teams to ensure systems and tooling automate and support end users effectively. 
• Ensure that all messaging is clear, relevant, and accessible to different customer segments.
• Draft, review, and edit internal and customer-facing operational communications, including emails, in collaboration with various Business and Product leads, ensuring alignment with brand tone and style.
• Regularly gather feedback from customers and internal stakeholders to refine operational communication strategies and ensure relevance and clarity.
• Collaborate closely with cross-functional teams, including Product, Marketing, Customer Success, Engineering, Public Relations, and Legal, to ensure messaging is accurate, consistent, and aligned with company goals.
• Track and analyze operational communication performance metrics (open rates, click-through rates, engagement, etc.), and present actionable insights to the leadership team and key stakeholders.
• Measure and report on effectiveness KPIs for impact analysis, working with the Business Analyst team.

What will help you succeed

Required Qualifications:

• Bachelor’s degree in Marketing, Communications, Business, or a related field.
• 5+ years of experience in customer success operations, customer communications, or marketing, working within the SaaS or technology space.

Preferred Qualifications:

• Strong understanding of customer segmentation, lifecycle communication, and retention strategies.
• Experience with using Salesforce Marketing Cloud or other campaign tools.
• Excellent verbal and written communication skills, with a knack for crafting compelling and concise operational messages.
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Exceptional organizational skills and the ability to manage multiple projects simultaneously.
• Experience in product-related and incident management communications.
• Familiarity with communication platforms and tools, ensuring effective utilization for customer outreach and engagement.

Why you will love being a Dynatracer

Why You’ll love being a Dynatracer 

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.

Compensation and Rewards

DOE, salary $100K - $115K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.