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Customer Success Manager

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Tricentis

Aug 23

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • Manila
  • Quick Apply

AI generated summary

  • You need strong communication skills, 3-4 years in a customer-facing role, SAP project experience, and knowledge of automation/testing. Flexibility, self-motivation, and teamwork are essential.
  • You will engage with customers to identify needs, promote Tricentis tools, enhance adoption, conduct workshops, establish goals, foster relationships, and advocate for customer success across teams.

Requirements

  • - Excellent communication, interpersonal & customer service skills
  • - 3-4 years of experience in a CSM/Account Manager/technical support or other customer-facing role
  • - Exposure and/or Experience with SAP ECC and/or SAP S/4 HANA transformation projects
  • - Managed and/or Interfaced with SAP-ran organizations to better understand their unique needs and challenges
  • - Bachelors/Master’s in computer science or profound professional experience in the software is desired
  • - Strong experience in software quality assurance and testing–particularly test automation—is a plus
  • - Knowledge of DevTestOps, good understanding of Agile and Waterfall methodologies as well as Shift Left and exploratory testing is a plus
  • - Willingness to learn and understand our solutions and ability to teach product benefits and best practices to our customers
  • - Flexible working in extended time zones (AMS/EMEA/APAC) to align with the global team and customers
  • - Self-motivated, proactive team player with innovative ideas, diplomacy and tact
  • - Ability to work in a very fast-paced environment and work on multiple projects in a timely manner
  • - Prior experience working with Tricentis solutions strongly preferred
  • - Automation or software testing experience strongly preferred
  • - Work well independently, but also love being part of a team that collaborates to achieve common goals

Responsibilities

  • - Work 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.
  • - 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 CSMs customer portfolio.
  • - Assist customers to improve their testing journey and be successful with the suite of Tricentis testing tools.
  • - Develop customer relationships that promote retention and loyalty.
  • - Be a dedicated partner and advocate for our customers to discover their business needs and drive value from the implemented Tricentis testing solutions.
  • - Coach the customer on best practices regarding the Tricentis testing tools.
  • - Encourage customers to utilize appropriate Tricentis resources (i.e. community, forums, training, professional service engagements, webinars) to improve their adoption and satisfaction.
  • - Collaborate with customers to establish and quantify desired business outcomes or other key performance indicators.
  • - Conduct remote meetings, awareness workshops and business reviews.
  • - Work with customers to establish critical goals or other key performance indicators and aid the customer in achieving their goals.
  • - 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 for 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.

FAQs

What is the role of a Customer Success Manager at Tricentis?

A Customer Success Manager at Tricentis works closely with customers to identify their business needs and coach them on effectively using Tricentis testing tools to achieve business value and exceed their targeted outcomes.

What qualifications are required for this position?

Candidates should have excellent communication and customer service skills, 3-4 years of experience in a customer-facing role, exposure to SAP ECC and/or SAP S/4 HANA projects, a bachelor’s or master’s degree in computer science or related experience, and strong knowledge in software quality assurance, particularly test automation.

Is prior experience with Tricentis solutions necessary?

Yes, prior experience working with Tricentis solutions is strongly preferred.

What kind of team will I be a part of?

You will be part of the Virtual CSM team, which operates on a global scale and employs a hybrid customer success model that includes digital resources, live events, self-service assessments, and virtual meetings.

What type of working hours are expected for this position?

The job requires flexibility in working hours to align with the global team and customers across different time zones (AMS/EMEA/APAC).

Are there opportunities for personal and professional development?

Yes, Tricentis offers opportunities for personal and professional development, as well as various career advancement opportunities.

How does Tricentis approach diversity and inclusion?

Tricentis is proud to be an equal opportunity workplace and considers qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

What kind of support will I provide to customers?

You will provide coaching on best practices for using Tricentis testing tools, facilitate workshops and business reviews, and advocate for customer needs across departments.

Is experience in automation or software testing preferred?

Yes, experience in automation or software testing is strongly preferred for this role.

What is the salary structure for this position?

The position offers a market-conform salary along with a success-oriented bonus.

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Tricentis

Tricentis is a global leader in continuous testing and quality engineering.

Technology
Industry
1001-5000
Employees
2007
Founded Year

Mission & Purpose

Tricentis is a software company specialising in continuous testing and quality assurance solutions for enterprise applications. They provide a suite of tools designed to accelerate testing processes, improve software quality, and enhance overall business performance. Tricentis's ultimate mission is to transform how businesses approach software testing by delivering innovative, automated solutions that enable faster, more reliable delivery of high-quality software. Their purpose is to help organisations achieve digital excellence and drive operational efficiency through advanced testing practices, thereby ensuring that applications meet the highest standards of performance and reliability.