Director, Support (EMEA)

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 

Tricentis is looking for an experienced Support leader who focuses on high quality service delivery to our customers and partners.

The Director of Support will be a key member of our global support leadership team and take responsibility for the EMEA Support organization.  

 

This leader will be responsible for a 25+ member team based in Vienna and Cork, primarily responsible for technical issue identification and resolution, specializing in high-end, enterprise level support of customers and partners, with advanced support needs across a broad set of products and technical skill sets. 

 
We work on a hybrid model (3 days in-office) for opportunities at our office locations. 

 

Key responsibilities 


* Strategic Leadership: Represent the EMEA region in executive meetings and global strategic planning, 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, rigorous onboarding, continuous learning, and excellence.

Mentor and coach existing Support managers and identify those with leadership potential. 



* Customer Retention: Implement strategies to improve customer retention and key support metrics such as response time, resolution rates, and customer satisfaction scores.

Serve as an escalation point of contact for internal partners and clients. 



* Operational Excellence: Partner closely with global counterparts to align on scaled approaches to process, policy, and tools / systems design and usage. 



* 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...