Digital Customer Success Manager ( DCSM )

Job Description

We provide testing 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 existing accounts.

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 story is more than just delivering a tool; we deliver the solution! Our Digital Customer Success create, maintain and manage our Digital CS /Momentum Program designed to engage, enable and support our customers at scale, while delivering an exceptional customer experience. Part Coach, Project Manager, Technical Consultant, Content Management, the DCSM s& are continually focused on helping our customers improve their automation testing journey and be successful with Tricentis solutions.

What you will be doing

• Be instrumental in leading the ongoing strategy and development of the Digital Customer Success Motion/Momentum Program scaled resources. Including, but not limited to, customer onboarding, driving product adoption, ensuring renewals, document/content creation, defining on-demand training resources (videos, webinars, etc.) needs and topics, office hours program development, etc.

• Being a dedicated partner to our customers to discover their business needs and challenges and coaching them to best use Tricentis Solutions to support their business

• 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

• Work cross-functionally with Sales, Marketing, CX, Operations, PM s and all other internal groups to ensure access to resources and implement new systems

• Encourage customers to utilize appropriate Tricentis resources (i.e. Community, forums, training, professional service engagements, webinars, etc.) to increase their utilization features

• Be instrumental in the development process for new Momentum resources/programs in an agile manner requirements definition, task analysis, delivery, back log management, etc.

• Enable internal teams and partners around Momentum programs and positioning

Qualifications

• Excellent communication, interpersonal & customer service skills

• 5+ Years of Experience with 4+ year as CSM/Account Manager/Customer facing role is a must

• Bachelors/Master s in computer science or profound professional experience in the Software Tech Industry 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 being able to teach the product to our customers

• Self-motivated, proactive team player with innovative ideas, diplomacy and tact

• Flexible working in extended time zones (EMEA/APAC) to align with the global team and in a fast paced environment

• Ability to design and work on multiple projects with rapid development deadlines

• Prior experience working on Tricentis solutions (Tosca/qTest/Flood) strongly preferred

• Automation or Software testing experience strongly preferred

• You can work independently but also love being part of a team that collaborates to achieve common goals.

Additional Information

• 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

,

Keyskills :
salescustomer servicecustomer relationsmarketingonboardingsoftware quality assurancekey performance indicatorstesting toolsagile testingtask analysislog managementtest managementtest automationsoftware testingcomputer sciencesoftware qualit