Customer Success Manager - Mid Market

Tricentis

Atlanta, GA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/01/2021
  • Website: tricentis.com
  • Company Address: Leonard-Bernstein-Stra├če 10, Vienna, 1220

About Tricentis

Tricentis is the pioneer and global leader in automated testing to accelerate software delivery and digital transformation. Tricentis is widely credited for reinventing software testing and delivery for DevOps and agile environments. Through agile test management and advanced test automation optimized to support over 150+ technologies, the Tricentis platform enables enterprises to dramatically increase software release speed, reducing costs, and improving software quality. Tricentis operates in over 12 countries and has more than 1,600 customers, including the largest brands in the world, such as Accenture, Coca Cola, Dolby, Nationwide Insurance, and Zappos.

Job Description

Launched in 2007, Tricentis has gained recognition worldwide as a cutting edge continuous testing company. Our software testing and management tool, Tosca & qTest Test suite, is revolutionizing test automation, making automation easy even for those who have limited to no programming experience.

As we are rapidly expanding, we are looking for a Customer Success Manager. Tricentis provides a suite of test tools to achieve continuous testing and help enable customers in their DevOps transformation by delivering various capabilities that make the step towards DevOps smaller.  Our customer success team is responsible for customer on-boarding as well as driving adoption and expansion within customer base.  We mature our customers from a process, people and product perspective by strategizing and guiding them through their journey of implementing continuous testing in their environment.  

Our headquarter is in Vienna, Austria, with offices in the US, Germany, Switzerland, the UK, Netherlands, Poland, India, Singapore and Australia.

Job Description

Our Customer Success Manager (CSM)’s works closely with customers to discover their business needs and then coach them on the best way to use Tricentis testing tools in order to obtain business value and exceed their targeted business outcomes.   Working closely with Account Managers, our CSMs provide input into the strategic account and success plans, helping to identify areas where customers have room for improvement and uncover new uses for the Tricentis products amongst the CSM’s customer portfolio.

Part coach, project manager, and product expert, our CSMs are continually focused on assisting our customers to improve their testing journey and be successful with the suite of Tricentis testing tools.   CSMs develop customer relationships that promote retention and loyalty.

  • Being a dedicated partner and advocate for our customers to discover their business needs and drive value from the implemented Tricentis testing solutions. 
  • Coaching the customer on best practices regarding the Tricentis testing tools
  • Collaborate with customers to establish and quantify desired business outcomes or other key performance indicators.
  • Conduct customer periodic meetings, awareness workshops, and business reviews
  • Encourage customers to utilize appropriate Tricentis resources (i.e. community, forums, training, professional service engagements, webinars) to improve their adoption and satisfaction.
  • Partner closely with other cross-functional team members (e.g. sales, product management, engineering) to translate business needs and product requirements into improved solutions.
  • Develop, prepare and nurture customers to become a Tricentis advocate throughout the testing community.
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
  • Advocate customer needs and issues across all Tricentis departments.
  • Utilize the existing tools and processes within the Customer Success organization along with a mindset of suggesting any improvements

Qualifications

  • Bachelors degree in Computer Science or professional experience in the IT/DevOps testing industry.
  • Demonstrate strong knowledge and expertise of testing activities throughout the lifecycles of multiple varied projects.
  • Exceptional ability to communicate and foster positive business relationships at the enterprise level
  • Accountability and personal organization are essential
  • Ability to travel on occassion to customer or Tricentis office locations.
  • Self-motivated, proactive team player with innovative ideas, diplomacy and tact
  • Poise under pressure, thrives in a multi-tasking environment and can adjust priorities on-the-fly
  • Demonstrated account management experience with a focus on overcoming challenges and providing creative solutions
  • Strong experience in software quality assurance and testing – particularly test automation is a plus
  • Knowledge of DevOps or good understanding of Agile/Waterfall development methodologies is a plus
  • Experience in customer success or equivalent history is a plus

Additional Information

  • Flexible working hours (no core time)
  • Medical coverage
  • 401(k) plan
  • Permanent, full-time employment
  • Company-paid holidays and volunteer days
  • Attractive salary plus bonus
  • Professional & personal development
  • Favorable working atmosphere in a rapidly expanding company
  • And many more ...

This is a rare and highly sought-after opportunity to be part of a highly talented team within TRICENTIS. If you are interested in the opportunity to become a member of TRICENTIS where your ideas count, apply now for immediate consideration.

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.