VP, Global Customer Support (Project Management)
Who we are
Tricentis is a global leader in continuous testing and quality engineering. The Tricentis AI-based, continuous testing portfolio of products provides a new and fundamentally different way to perform software testing. An approach that's totally automated, codeless, and intelligently driven by AI. It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs, and improving software quality.
Widely credited for reinventing software testing for DevOps, cloud, and enterprise applications, Tricentis has been recognized as a leader by all major industry analysts, including Forrester, Gartner, and IDC. We empower innovators to push the boundaries of software testing, fostering a global community of continuous learners who pioneer AI-powered, highly performant, highly secure end-to-end testing tools that accelerate our customers' time to market including the largest brands in the world.
About the role
The Vice President of Global Customer Support is responsible for developing and executing a world-class customer support strategy that enhances drives retention, delivers measurable value, and fosters loyalty. This executive leader will optimize customer interactions and time-to-resolution, oversee global support operations, and implement innovative technologies to improve service efficiency and effectiveness while play a key strategic role in the overall customer retention.
Key Responsibilities:
- Strategic Leadership: Develop and execute the global customer support vision, ensuring alignment with overall company goals and objectives, and collaborating with internal stakeholders.
- Team Management: Lead, mentor, and develop a high-performing global customer support team, fostering a culture of accountability, customer retention, accelerated onboarding, continuous learning, and excellence.
- Customer Retention: Implement strategies to improve customer retention and key support metrics such as response time, resolution rates, and customer satisfaction scores.
- Operational Excellence: Oversee all customer support operations, including multi-channel support (phone, email, chat, social media, self-service, AI).
- Data-Driven Decision Making: Utilize customer retention and time to value metrics, analytics and customer feedback to drive continuous improvements and develop proactive support strategies. Drive key KPIs, metrics, and accountability resulting in best-in-class benchmarks for a high functioning support organization.
- Technology & Innovation: Identify and implement AI-driven tools, automation, and CRM solutions to enhance the efficiency and scalability of customer support functions.
- Collaboration & Alignment: Partner with product, sales, post sales and marketing teams to ensure optimal customer retention. Drive product enhancements based on customer insights and analytics captured through support engagement.
- Crisis Management: Develop and implement crisis response protocols for critical support situations (escalations) ensuring minimal disruption to customers ensuring business continuity.
- Budget & Resource Allocation: Manage and optimize the customer support budget, ensuring cost-effective strategies without compromising service quality. This includes global site strategies and contractor vs FTE approaches.
- Contributing Executive: Key member of the E-staff team expected to be an impactful team member curating strong executive relationships with peers and C level leaders within the company.
Qualifications & Experience:
- 15+ years of experience in customer support, customer retention, and/or operations, with at least three years in a senior leadership role.
- Proven track record of managing global support teams in a fast-paced, high-growth enterprise software environment.
- Strong expertise in customer support technologies, CRM systems, and AI-driven automation tools.
- Ability to be an active participant in cross-functional collaboration.
- Excellent leadership, communication, and stakeholder management skills.
- Data-driven mindset with a deep understanding of customer experience metrics.
- Experience in SaaS, ERP, CRM and Quality Engineering preferred.
Key Competencies:
- Customer retention mindset with a bias to engage customers
- Run towards change: ability to constantly challenge the status quo, positioning the company for world-class customer retention, company scalability, and competitive advantages
- Strategic thinking and problem-solving
- Strong leadership and team-building skills
- Excellent communication and interpersonal abilities, both written and verbal
Metrics:
- Measurable impact on customer retention and expansion
- MTTR and MTTResolution
- Deflection percentage
- Annual support cost as a percentage of ARR
- Escape percentage (percent of tickets moved to Engineering)
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'll 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.
We offer:
- Market competitive salary + success-oriented commission / bonus
- Supportive and engaged leadership team.
- Career path and professional & personal development.
- 401(k) / pension plan, full benefits package available.
- Hybrid work environment.
- Personal and professional development.
- 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.
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