Customer Success Operations Manager, Tricentis
EMEA
3+ days a week in office
Software testing platform
Job no longer available
Software testing platform
1001+ employees
Job no longer available
3+ days a week in office
1001+ employees
Company mission
To develop a comprehensive set of software testing tools to deliver end-to-end testing for DevOps and agile environments.
Role
Who you are
- 4+ years in Renewals/Customer Success/Sales Operations, Revenue/Business Operations or similar role; Bachelor's degree or equivalent work experience
- Sales Operations experience in supporting Renewals and/or Customer Success preferred
- Experience driving systems & tools related projects and enhancements
- Advanced MS Excel skills (i.e. sumifs, index/match, vlookup, table formulas, and pivot tables)
- Enterprise software, SaaS, or high-tech industry experience a plus
Desirable
- Experience with data modeling and analysis
- Excellent written and verbal communication skills
- Preference for strong understanding and experience with Gainsight
- Preference for familiarity with Salesforce CPQ, Salesforce Communities, Clari, Tableau or PowerBI
- Ability to self-manage, scope, prioritize & communicate operational work deliverables
- Ability to interface with all levels of employees, from Executive level to employee base
- Experience working in a fast paced, complex, and dynamic environment
- Experience working with system architects, Data Warehouse and BI developers, translating business requirements into technical language, and ensuring effective QA / UAT of data solution delivery
- Ability to manage multiple, concurrent projects and work independently and thrive in a fast-paced, constantly changing environment
- Strong customer service orientation, analytical and problem-solving skills
What the job involves
- In this high-growth, execution-focused company, the Customer Success Operations Manager EMEA will support our CS Organization to form all CS initiatives into a cohesive, strategic approach to customer relationships and operations.
- You will work collaboratively across our tech stack, leveraging tools and technologies to enhance the customer experience and drive operational excellence.
- A natural servant-leader with a Customer First attitude, the ideal candidate will demonstrate a mix of practical experience, social skills, process improvement, data analysis, and a steadfast drive for business improvement to make a positive organizational change.
- Reporting directly to the Sr. Manager, Customer Success Operations, this is an opportunity to help shape the growth trajectory of a fast-growing, market-leading, pre-IPO software company
- Facilitate collaborative processes between the Renewals and Customer Success teams to enhance communication and strategies, driving improved retention and satisfaction
- Serve as liaison between Customer Success, Renewals, and other cross-functional teams, ensuring alignment on goals and initiatives
- Design, implement, and refine scalable processes that improve customer success outcomes and operational efficiency
- Collaborate with cross-functional teams to integrate and optimize processes across our CRM, support systems, and analytics platforms, i.e. Gainsight, SalesForce, Service Now, Clari, PowerBI, etc
- Ensuring data integrity and consistency across our tech stack, enabling actionable insights and informed decision-making
- Identify and address process bottlenecks, implementing automation where possible to streamline workflows
- Develop strong working relationships and planning programs with internal Business Application teams to design new and optimize current workflows
- Support Customer Success and Renewals teams in efficient, consistent, and effective management of opportunities and forecasting processes
- Collaborate with the Enablement Teams to develop best practices portfolio-wide, identify and help build out vital collateral for retention
- Provide critical business insights to Customer Success, and Renewals leadership based on data analysis of key performance areas
- Work with CS Management to determine structure for consumable reporting and measurement across various CS systems (SFDC, ServiceNow, Gainsight, Clari, etc.)
- Support onboarding and training of Customer Success and Renewals team members, ensuring they are equipped with the necessary tools, knowledge, and resources to succeed in their roles
- Work in a hybrid- work model, and you will be present in the office three days per week
Salary benchmarks
Our take
In a traditional software development cycle, developers would take months to create and deliver a product. Testing involved writing scripts to test all the different parts of the program, and when the software changed, it usually broke the scripts and triggered a lot of time-consuming manual fixing.
Tricentis has modernized this process, bringing software testing into line with today’s agile development environment where programs are being updated more quickly and require faster testing. Tricentis' automated 'Continuous Testing' platform offers enterprises a streamlined way to ensure their software continues to perform as required in a fast-moving market.
Tricentis' solution is up to 10 times faster than manual testing and with a far lower error rate, leading to cost savings of up to 40%. This has built it a solid customer base of over 2,000 companies including major banks, insurance companies and telcos. Software testing and QA is estimated to be a $34 billion market, so Tricentis has the potential to establish itself as a major asset to any company engaged in software development going forward.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (2 rounds)
Nov 2024
$1.3bn
GROWTH EQUITY VC
Jan 2017
$162.9m
SERIES B
Total funding: $1.5bn
Company HQ
East Oak Hill, Austin, TX
Leadership
Wolfgang Platz
(Chief Strategy Officer)A graduate of the Technical University of Vienna with over 10 years ofexperience across two CEO roles, founded Tricentis in 2001.
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