Customer Growth Account Manager

Location - London, UK

Hybrid role - 3 days in the office

At Tricentis, we are pioneers in continuous testing and quality engineering. Our AI-driven, codeless testing solutions empower enterprises to accelerate their digital transformation by delivering software faster, reducing costs, and improving quality. Recognized as a leader by industry analysts such as Forrester, Gartner, and IDC, we partner with the largest global brands to enable innovation and excellence.

Your 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.
• 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.

Competencies

• 6+ 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.

Tricentis Core Values:

• 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:

• Supportive and engaged leadership team.
• Career path and professional & personal development.
• Modern and new office space in the heart of London.
• Pension plan, Private health insurance and Group Life Insurance.
• Enhance statutory Maternity and Paternity Pay.
• A number of leave offerings: volunteer days, vacation days, public holidays, and flex/floating leave days.
• And more!

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.

Global Sanctions Compliance

We comply with all applicable global sanctions and export control laws. Candidates must not be listed on any government restricted party lists (including OFAC SDN List and U.S. Commerce Department restricted lists) and must certify that their employment would not violate any sanctions or export control regulations. Candidates must notify us of any changes to their status during the application process or subsequent employment.