Customer Success Manager (Mandarin speaking)

Our Customer Success Managers 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.

• Working together cross-departmentally, 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 CSMs 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.
• 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.
• 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 customer to establish critical goals or other key performance indicators and aid the customer in achieving their goals.
• artner 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

About the team

This Customer Success Manager will be a part of our Virtual CSM team. This global team services a segment of customers with an industry-leading hybrid customer success model, consisting of robust digital resources, live events like office hours and webinars, self-service assessments, and of course virtual customer meetings.

We are passionate about discovering what matters most to our customers and finding creative ways to help meet their needs.

Qualifications:

• 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

Additional information
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
• 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.