Customer Growth Account Manager

About the role 

As a Tricentis Customer Growth Account Manager, you will be the main point of contact for customers after the sale, ensuring they get value from their purchase and maximize the value of their Tricentis investment. Your role will involve managing customer relationships to foster ongoing engagement, accelerate time to value, promote continuous usage, and resolve issues promptly. A key focus will be driving renewals and expanding accounts by navigating enterprise organizations and working closely with Champions and account teams to secure timely renewals. 
 

Responsibilities: 

• Be primary post-sale point of contact for all Customer Accounts tied to your role by engaging proactively with various customer teams on a regular basis  

• Establish an action-oriented and rigorous approach to regularly engage with customers, ensuring consistent communication and driving results. Maintain visibility to your communications by accurately reporting customer interactions and updating systems and tools with critical insights and key findings 

• Collaborate with customers to deeply understand their unique business goals and objectives, aligning product capabilities to their strategic priorities. 

• Develop and maintain a shared success plan with each customer, outlining key milestones and measurable outcomes that demonstrate progress toward their goals. 

• Proactively guide customers in achieving their objectives by leveraging product features, providing recommendations, and connecting them with additional resources or services. 

• Lead discovery sessions to identify additional use cases or unmet needs where the company’s solutions can add value, expanding the footprint within the customer’s organization. 

• Build relationships with stakeholders beyond the primary point of contact, proactively engaging with executives, influencers, and end-users to uncover new opportunities for expansion and help various departments unleash the value of Tricentis products ; Leverage your expertise to increase adoption and utilization of our products   

• Partner with Customer Growth Solution Architect to ensure technical alignment with business goals; Demonstrate product features beyond core functionalities to help the customer achieve specific business results and maximum value from the product  

• Identify opportunities from assigned clients, including upselling and cross-selling of related services and discovery of additional use cases   

• Determine if/when customers are at risk and escalate to Tricentis CGAMs 

• Be accountable for client consumption (product utilization), renewal and retention results   

• Handle escalations and coordinate across functional areas of Tricentis to ensure flawless delivery (including Professional Services, Engineering, Education, Support and Sales) 

• Support 40-50 Tier 1 & 2 customers, depending on size and complexity  

• Maintain current functional and technical knowledge of products and services 

Qualifications: 

• 4+ years of progressive experience in managing complex SaaS customers   

• Business acumen and commercial outlook, with a conceptual understanding of IT operations processes and best practices   

• Ability to quickly develop strong relationships with the users/commercial partners/internal communities and drive outcomes   

• Excellent verbal, written and interpersonal communication skills in English; any additional language is a bonus  

• Experience in working with executives in client environments 

• Bias for action and self-starter: highly motivated, energetic, and committed to getting results  

• Comfort with a fast-paced, dynamic environment is a must; past exposure to a high-growth and/or globally distributed companies is also valuable  

• Self-motivated and disciplined; ability to work independently with limited supervision in a hybrid work environment 

• Working knowledge of Enterprise Network Infrastructures, Enterprise Firewall Configuration, Application Load Balancing, OS Firewall configuration 

Metrics:  

• 100% Timely Customer Engagement for all assigned accounts 

• Time to value of new customers  

• NRR, renewal rate and upsells 

Why Tricentis?

Tricentis Core Values: 

At Tricentis, we strive for success while inspiring those around us by knowing what we need to achieve and how we will achieve it. Our core values serve as our guiding light to drive our every action and define our ways of working so that we can create and enjoy a successful journey and reach higher heights together.

• 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.