VP, Global Customer Support
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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At Tricentis, we’re on a mission to revolutionize software testing and quality engineering, making it faster, cheaper, and smarter with our AI-driven solutions. We’re looking for a VP of Global Customer Support to join our vibrant team in Atlanta. This is not just a job—it’s an opportunity to lead a world-class customer support strategy that transforms how we interact with and retain our customers. In this role, you will develop our support vision and collaborate with internal teams to ensure alignment with our overarching goals. Your leadership will inspire a high-performing global customer support team committed to excellence and accountability. You’ll be responsible for improving key metrics such as response time and customer satisfaction, all while embracing innovative technologies and analytics to drive our support operations. You'll help us build strong relationships with major brands, ensuring they achieve the maximum value from our services. Your strategic thinking will be essential as you navigate customer retention, and your expertise in AI tools and operations will help enhance our efficiency. Join us at Tricentis, where your leadership could make a real impact in shaping the future of software testing and customer relationships!
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Tricentis is a global leader in continuous testing and quality engineering. The Tricentis AI-based, continuous testing portfolio of products provide a new and fundamentally different way to perform software testing: an approach that’s totally auto...
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