Senior Manager, Customer Growth Solution Architecture

As a Senior Manager of Customer Growth Solution Architecture, you will lead and empower a team of Solution Architects in driving a strategic quality engineering transformation roadmap for Tricentis customers. 

This role is pivotal in driving value-based customer success, with support from product specialists who provide deep technical expertise in the Tricentis product portfolio. You will combine strategic thinking with quality engineering hands-on expertise and leadership skills to guide customers and team members, ensuring that early milestones provide quick wins, reinforcing the product's value, and setting the stage for sustainable customer growth.

Key Responsibilities:

Strategic Leadership and Framework Development:

• Strategy Development: Craft outcome-based value roadmaps to drive adoption and ensure technical alignment with customer business goals.
• Process Improvements: Build and refine scalable, high-value frameworks, best practices, and methodologies aligned with quality engineering transformation principles to standardize the solution delivery across customers.
• Operational excellence: Oversee the team’s execution of customer strategies, ensuring timelines and quality standards are consistently met.

Team and Regional Management:

• Team Leadership: Hire, manage, and mentor a team of Solution Architects on customer goals and value roadmap delivery, fostering a collaborative environment that encourages professional growth and knowledge sharing.
• Team Development: Identify and address skill gaps within the team, offering targeted training and development plans.
• Team Performance: Monitor and evaluate team performance through well-defined metrics and provide regular feedback to drive continuous improvement.
• Regional Oversight: Work closely with the different teams to oversee the customer engagements within the region, ensuring that the team effectively addresses customer expectations.
• Collaboration Across Teams: Facilitate communication and collaboration between various Tricentis departments, including sales, marketing, and product development, to ensure cohesive delivery of solutions and services.

Customer Strategy:

• Technical Reviews and Adaptive Roadmap Refinement: Establish strategic checkpoints to review the product’s impact on the customer business and realign as necessary with evolving customer needs. Develop and implement actionable plans for product value assurance.

Customer Growth and Retention:

• Growth and Retention Strategy: Collaborate with the account management team to define strategies and plan for customer retention and growth, focusing on delivering measurable value.
• Value Realization and Growth: Capture and communicate success stories, highlighting the impact on customer business backed by business metrics and outcomes. Assist the account team in identifying opportunities to enhance value gains by adopting the Tricentis product portfolio corresponding to evolving customer use cases.
• Renewal Management: Monitor and improve the renewal rate, proactively mitigate any retention risk by monitoring customer health scores, and identifying any early signs of churn. Implement and execute preemptive action plans to address potential issues using value strategy and roadmaps.
• Cross-functional collaboration: Work closely with product strategy and account teams to review customer feedback and identify opportunities for product enhancements to ensure our solutions remain aligned with customer needs and market trends.

Innovation and Continuous Improvement:

• Solution Design & Framework Development: Work closely with product specialists and customers to design a continuous inspection and adaptation approach for high-value quality frameworks tailored to customer goals, utilizing advanced Tricentis tools and expertise in testing methodologies.
• Technology Advancements: Advocate for the adoption of emerging tools, methodologies, and technologies to stay ahead of the market trends.
• Customer Enablement: Collaborate with Tricentis Professional Services to offer tailored advanced enablement and define standards and best practices that ensure high value and efficient adoption of Tricentis products. Provide insights and recommendations for new features and functionalities that could enhance customer workflows, increasing product impact and satisfaction.
• Foster Innovation: Collaborate with team members to continuously enhance quality engineering solution architecture approaches and frameworks.

Competencies:

• Bachelor’s degree in computer science, Information Technology, or a related field. A master’s degree in the listed field would be nice to have.
• 10+ years of experience in architecting and implementing quality frameworks using Tricentis products portfolio and advanced testing methodologies with at least 3-5 years in a senior leadership role.
• Experience in defining strategies, building scalable frameworks, and managing high-performance teams in customer-facing roles.
• 5+ years of experience in consulting on quality engineering roadmaps and delivering measurable outcomes.
• Strong leadership, team and customer relationship management, and decision-making skills with, a proactive solutions-oriented approach.
• Strong analytical skills with experience in usage data analysis, KPI development, and value analysis.
• Excellent communication skills, capable of articulating complex technical concepts as well as business benefits to drive stakeholders.
• Expertise in agile development and continuous integration/continuous development processes.
• Experience defining strategic direction and identifying new opportunities for impact amongst products, and programs.
• Self-motivated and disciplined; ability to work independently with limited supervision in a hybrid work environment
• Senior-level consulting experience within Fortune 5000 companies is nice to have.

Success Metrics: NRR – Renewal Rate and Expansion/Upsell, Time to Value, Customer roadmap adoption rate