Enterprise CSM at Tricentis Americas, Inc. in Austin, Texas

Job Description:

Tricentis Customer Success Managers are part coach, project manager, and product expert, and are continually focused on helping our customers accelerate their testing journey and be successful with the suite of Tricentis testing tools.

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  Trusted Advisor

  
  
  
  

  • Act with a Managing Consultant mindset

  
  

  • Possess technical proficiency with Tricentis products and integrations with third-party tools (e.g., Jira, CI/CD, ADO).

  
  

  • Ability to guide customers on product adoption to accelerate time to value.

  
  
  
  



• Software Quality Expertise: Have practical experience in software quality and engineering, as well as working knowledge of SDLC methodologies (waterfall, agile, scrum, kanban, DevOps, etc.).



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  Customer Account Management:

  
  
  
  

  • Develop and maintain a comprehensive customer account plan.

  
  

  • Identify key decision makers and stakeholders within the customer's organization.

  
  

  • Understand the customer's software methodology, tools, applications under test, and reasons for purchasing Tricentis products.

  
  

  • Define and track customer SQE strategy, roadmap, goals, milestones, and metrics.

  
  
  
  



• Senior Leadership Engagement: Engage with senior leadership to align with organizational business goals impacted by software quality.



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  Workshop Facilitation:

  
  
  
  

  • Lead customer workshops to define solution strategies, customer journey roadmaps, and organizational goals.

  
  

  • Establish desired business outcomes, critical goals, quantifiable success metrics, and key performance indicators.

  
  

  • Coach customers on best practices to maximize value from Tricentis tools.

  
  
  
  



• Support and Escalation: Assist support and product teams in issue investigation and escalation, providing meaningful insights into customer-reported issues.




• Resource Guidance: Guide customers to utilize appropriate Tricentis resources (community, forums, training, professional services, webinars) to enable and increase feature utilization.




• Project Management: Coordinate resources and tasks, manage regular status meetings, report on critical account escalations and At-Risk Renewal Remediation Plans.




• Cross-Functional Collaboration: Partner with sales, services, support, product management, and engineering teams to advocate for customers and translate business needs into improved solutions.




• Customer Advocacy: Develop, prepare, and nurture customers to become Tricentis advocates within the testing community.




• Product Knowledge: Maintain a detailed understanding of Tricentis products and services to assist customers and recommend the best solutions.




• Account Information Utilization: Utilize account information to determine customer health, forecast retention, and ensure continued adoption.




• Leadership: Lead onsite meetings and business reviews with customers.

Qualifications:

• 5+ years of proven experience in customer success, account management, or consulting roles.




• Strong technical proficiency in software quality engineering.




• Knowledge of DevOps or good understanding of Agile/Waterfall development methodologies.




• Ability to think critically and pay close attention to detail.




• Experience with SDLC methodologies and tools.




• Excellent communication, project management, and problem-solving skills.




• Ability to work collaboratively across multiple teams.




• Detail-oriented with a focus on documentation best practices and quality work.




• Ability to drive customer value from products.




• Strong organizational abilities.

Tricentis Core Values:

Knowing what we need to achieve and how to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.

• Demonstrate Self-Awareness: Own your strengths and limitations.




• Finish What We Start: Do what we say we are going to do.




• Move Fast: Create momentum and efficiency.




• Run Towards Change: Challenge the status quo.




• Serve Our Customers & Communities: Create a positive experience with each interaction.




• Solve Problems Together: We win or lose as one team.




• Think Big & Believe: Set extraordinary goals and believe you can achieve them.

Why You’ll Love Working at Tricentis:

• Supportive and engaged leadership team




• Career path and professional and personal development




• 401(k) plan, full benefits package available




• Company paid Disability and Life Insurance




• Hybrid work environment




• Our commitment to diversity and inclusion runs deep. We actively seek out those with different perspectives and consciously take steps to ensure everyone has a voice




• We’re a global company!

    
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.