Job Description

As a Senior Architect - Value Realization, you are a self-driven individual who helps mitigate downsell risk and ensure the full subscription renewal for customers using products including TTA for JIRA, Testim, Waldo, and NeoLoad. The individual’s primary focus will be to assist customers using any of the products that fall into our DevOps business unit who are at-risk of subscription downsell or churn. The individual will be the resident Subject Matter Expert (SME) in all things DevOps for the Value Realization team, ranging from CI/CD pipelines to subject matter expertise in how TTA for JIRA functions.

Work is non-routine and can be very complex, involving the application of advanced technical/business skills in DevOps and quality engineering. Subject matter expertise in DevOps is necessary, along with exposure to tools like Jenkins, TeamCity, GitHub, Chef, Docker, Puppet, and Ansible.

RESPONSIBILITIES INCLUDE:

• Analyze and course correct customers at-risk of downsell or churn – with a focus on DevOps.
• Refine and adjust customer’s DevOps strategy, including roadmap, tools, framework & approach. If customer is at-risk of downsell or non-renewal, individual will re-ignite the customer with a DevOps value proposition discussion & demonstration.
• Provide Trusted Advisor counselling and lead the customer to prescriptive outcomes previously established/set by CSM
• Participate in Design and Architectural reviews of proposed testing solutions across project teams
• Work in conjunction with Customer Success, Support, Support Engineering, and Escalation Managers to ensure the customer is oriented and working towards a pre-established goal/outcome (e.g., increase test cycle by X%) within a given timeframe.
• Collaborate with Content Marketing to begin laying the groundwork for a data-driven case study that can be published on the Tricentis website and socialized with other customers.
• Effectively troubleshoot questions and issues across the Tricentis platform with customers during Wellness Checks, Jump Starts, and Lunch & Learn best practice sessions.
• Effectively carry the Tricentis DevOps value proposition conversation throughout your interactions with at-risk customers, while also reminding the customer of the value they have received to-date in relation to pre-established goals/outcomes.
• Document daily activity in Gainsight.

Qualifications

• 5-7 years hands-on experience hands-on experience with DevOps tools with a Bachelor' s degree or equivalent experience.
• Experience with Customer renewals and retention strategy
• Understanding of Agile and DevOps development practices
• Ability to effectively communicate with customers (various stakeholders)
• Customer-centric thinking
• QA experience with SDLC processes
• Structure and attention to detail
• Communication skills in person and remote

Additional Information

• Competitive salary and bonus
• Variety of career opportunities and a wide range of tasks
• Favorable working atmosphere in a rapidly expanding company
• Personal and professional development
• Cool company events
• Permanent, full-time employment

Tricentis Core Values:

Knowing what we need to achieve and how to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.

• 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.

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

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