Customer Success Manager

vor 3 Wochen

Wien, Österreich Tricentis Vollzeit

Our Customer Success Manager Mid Touch (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.

Key Responsibilities:

- 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 remote meetings, awareness workshops and business reviews - Work with customer to establish critical goals or other key performance indicators and aid the customer in achieving their goals
- 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\.
- Effectively utilize account information to forecast customer health, retention, and adoption state at all times.

**Qualifications**:

- Fluent in German and English
- Exceptional ability to communicate and foster positive business relationships
- Excellent interpersonal & customer service skills
- Previous experience as CSM/Account Manager/Customer Service/Customer facing type role is a must
- Bachelor’s in computer science or experience in the Software Tech Industry is desired
- 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
- Poise under pressure, thrives in a multi-tasking environment and can adjust priorities on-the-fly
- Account management experience with a focus on overcoming challenges and providing creative solutions
- Ability to stay organized and accurately maintain documentation and account related information.
- Works well independently but also loves being part of a team that collaborates to achieve common goals.

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.

We Offer
- Market conform salary + success-oriented bonus
- Favorable working atmosphere in a rapidly expanding company
- Personal and professional development
- Variety of career opportunities and a wide range of tasks
- Permanent, full-time employment

We are under legal obligation in Austria to indicate the minimum salary, which is EUR 36.890 gross per year for this position according to the collective agreement. However, our attractive compensation packages follow current market salaries and can therefore be significantly above the indicated minimum salary.

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