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EPAM Systems

Customer Success Manager - Testing Services (m/f/d)

Berlin, Germany

Since 1993, EPAM Systems, Inc. (NYSE: EPAM) has leveraged its advanced software engineering heritage to become the foremost global digital transformation services provider - leading the industry in digital and physical product development and digital platform engineering services. Through its innovative strategy; integrated advisory, consulting, and design capabilities; and unique 'Engineering DNA,' EPAM's globally deployed hybrid teams help make the future real for clients and communities around the world by powering better enterprise, education and health platforms that connect people, optimize experiences, and improve people's lives. In 2021, EPAM was added to the S&P 500 and included among the list of Forbes Global 2000 companies.

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Selected by Newsweek as a 2021 Most Loved Workplace, EPAM's global multi-disciplinary teams serve customers in more than 45 countries across five continents. As a recognized leader, EPAM is listed among the top 15 companies in Information Technology Services on the Fortune 1000 and ranked as the top IT services company on Fortune's 100 Fastest-Growing Companies list for the last three consecutive years. EPAM is also listed among Ad Age's top 25 World's Largest Agency Companies for three consecutive years, and Consulting Magazine named EPAM Continuum a top 20 Fastest-Growing Firm.

DESCRIPTION

Be a part of EPAM's fast-growing crowd-testing business unit - test IO.
Test IO stands for Continuous Testing in the agile development process. This form of software testing combines automated testing with real people testing with real devices under real-world conditions.
With its test management system as 100% Software-as-a-Service, test.IO offers development-accompanying support throughout the project. The service enables a functional review of all types of software in real time.
Through the platform, users can set up explorative and test case based software testing for their app or website in minutes. In addition, they receive valuable feedback on usability. The high number of international testers of the Profi Crowd guarantees a complete coverage of required end devices in all common versions.

WE ARE LOOKING FOR:
An ambitious and motivated Customer Success Manager with a passion for technology and customer service and QA experiences. Customer Success Managers at test IO use a range of skills -- delivery, testing and project management among them -- but most of all you will be the most important point of contact between the customer and test IO.
As a CSM, you will drive the deployment and adoption of the test IO platform within our customer's development workflows. It is up to you to gain expertise on what our customers need -- build a success plan around mutually agreed upon goals -- and ensure we deliver value accordingly. Working closely with Account Management to drive long-term renewals and account growth -- your efforts will directly contribute to the health and success of our hundreds of global customers.
You own "a customer is king" mentality and work meticulously, purposefully, analytically and recognize the individual needs of the customer.
Hone your client-facing skills and add this experience to your resume as you grow within EPAM.
Responsibilities
  • You proactively look after our existing customers. This includes above all the potential analysis for the expansion of the customer relationship. You'll be the primary point of contact for your customers. Assume overall customer adoption responsibility and critical issue management role
  • Your responsibility lies in the care and advice of our customers, in which you accompany him throughout the customer life cycle. This includes, among others:
    • You orient new customers to our service, ensuring they understand the benefits and path to success
    • Imparting the added value of our products
    • While overseeing customers tests and ensuring they provide meaningful results, you cultivate a direct and strong relationship with the decision makers and influencers on the customers' side
    • Consulting, preparation, implementation and reporting of test results
    • Creation and coordination of a test strategy, as well as test planning, test rhythm and test focus
    • Analysis of the tests and presentation of the results as part of a business review with the customer
    • Carrying out customer feedback processes and ensuring customer satisfaction
    • Development and documentation of best practice processes
  • You're aggressive when you need to be, coming up with creative solutions if customers aren't getting what they need, and pushing customers when they're not doing what they need to succeed
  • You conduct periodic customer health-checks. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • You analyze and monitor all the relevant data and proactively address issues that threaten our customers growth, success, satisfaction, or retention
  • Identification of cross and upselling opportunities
  • CRM and customer data maintenance
Requirements
  • You have professional SaaS experience in an Account Management or Customer Success role. It's a plus if you have a background in software QA/testing/engineering/IT
  • You have experience meeting quarterly revenue targets and are well-versed in account expansion strategies to hit upsell targets
  • Technical process understanding, experience in consulting are desirable
  • Strategic approach to problems and cross-functional action
  • Customer- and result-oriented thinking and acting
  • You're organized, a problem solver, and excel in time management. It's a plus if you are interested in the software development process
  • Fast comprehension and strong communication skills communication in German and English is a must and another European language such as French or Spanish would be a strong plus
  • Your strengths include a high level of drive, dedication, initiative, openness and resilience. You organize your daily workflow independently and conscientiously. You work diligently and Team Play is a matter of course for you
  • Humor and interest in technological trends
We offer
  • EPAM Employee Stock Purchase Plan (ESPP)
  • 30 days holiday per annum
  • Company Pension Scheme
  • Competitive compensation depending on experience and skills
  • Regular performance assessments
  • Opportunities for personal and professional growth
  • Unlimited access to LinkedIn learning solutions
  • Friendly and enjoyable working team
  • Relocation package support
  • Regular corporate and social events
  • Flexible and remote working opportunities
  • All benefits and perks are subject to specific eligibility requirements
Apply

Client-provided location(s): Berlin, Germany
Job ID: EPAM-57097
Employment Type: Other

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