Senior Engagement Coordinator

Tricentis has expanded rapidly since its founding in 2007.

Headquartered in the heart of Austin, Texas, Tricentis has office locations throughout the world.

We are looking for people who are dynamic, passionate, and versatile – from entry-level to seasoned pro.

Now, we are expanding our footprint here in Manila, Philippines! Join us and be a part of a pioneering team.

About the Role

The Senior Engagement Coordinator will be responsible for ensuring smooth execution of services engagements and high-quality delivery success by coordinating communication between clients, internal teams, and partners and tracking key delivery milestones that align with business objectives.

Key Responsibilities: 


* Partner Relationship coordination: Serve as the main point of contact for subcontracted partners, ensuring alignment on project goals, timelines and expectations.

Work with partners and delivery teams to accurately forecast project revenue and margin contributions.  


* Process optimization: Identify gaps in the partner delivery process and suggest improvements to enhance efficiency and customer satisfaction. 


* Project tracking and reporting: Monitor progress, identify risks, and escalate issues to internal stakeholders as needed.  


* Customer success: Measure customer and partner success in achieving desired outcomes 


* Internal coordination: Ensure successful handover of customer to other internal teams upon engagement completion.  


* Team support: Provide guidance and operational support to Manila-based Engagement Coordinators by sharing best practices, helping resolve delivery challenges, and promoting consistency across to ensure overall team success.

Qualifications & Skills: 


* Bachelor’s degree in business, IT, or related field experience 


* Strong interpersonal skills to manage relationships with both external and internal stakeholders 


* Experience in tracking services delivery projects, monitoring performance and ensuring compliance with contractual obligations. 


* Familiarity with software solutions and services management best practices 


* Ability to navigate complex engagements, resolve related issues and adapt to shifting priorities.  

Key Success Indicators:

Services Delivery Performance 


* On-Time Delivery Rate – Percentage of service engagements completed within agreed upon timelines 


* Issue Resolution Time – Average time to resolve partner related issues 

Operational Efficiency 


* Average Engagement Cycle Time – Time from service request initiation to successful completion.  


* Process Adherence – Compliance with internal service delivery processes and partner engagement frameworks 


* Efficiency of Communication – Response time for inquiries, updates, and escalation handling. 


* Time-to-First Revenue for New Services – Speed at which newly enabled GTM team members generate services revenue. 

Our Core Va...