Senior Engagement Manager

Summary

Join Testlio as a Senior Engagement Manager and become a key player in driving strategic client success and growth within the Business Software, Commercial, Finance, Media, and Entertainment industries. Reporting to the Americas region Client Services Director, you will manage a portfolio of client engagements, ensuring exceptional results. You will collaborate with a global team, including Testing Managers, Test Leads, and testers. This 100% remote role offers the chance to work with exciting companies, shape Testlio's client engagement approach, and contribute to a positive and inclusive work environment. Testlio provides a supportive culture, growth opportunities, and various benefits, including paid time off, learning reimbursement, stock options, and equipment support.

Requirements

• 5+ years in client services and/or account management with a proven track record of successful engagements with enterprise-level clients
• 2+ years of experience in software testing or Quality Assurance
• Ability to identify customer value and build successful customer relationships
• Proven strategic thinking and planning skills, including time management, problem-solving, task delegation, and prioritization capabilities
• Ability to present concepts and data in a structured and well-ordered way
• Strong communicator and presenter who possesses exceptional negotiation skills as well as sound interpersonal skills
• Ability to collaborate with multiple teams, both internal and client-facing
• Resilient, self-motivated, results-driven, and proactive
• Thrive under pressure, adapt well to changes, and easily obtain new information

Responsibilities

• Take full ownership of multiple client engagements from A to Z
• Learn your client’s business objectives, culture, and people—and make strategic recommendations to achieve expected business outcomes
• Actively evaluate and monitor account health and satisfaction status including organizing and leading regular status and feedback calls with your clients
• Be accountable for a set of ongoing financial, impact, and other metrics, including partnership health, revenue served, project utilization, margin, net revenue retained, and more
• Drive the ongoing expectations management for the service and negotiate operational adjustments, e.g. unrealistic turnover timeline expectations, scope prioritization needs, and more
• Create and deliver executive-level and detailed status reports that properly communicate an engagement's progress, KPIs, and financials tailored to the proper audience
• Collaborate with Testing Managers and support Test Leads and testers from around the world to ensure exceptional testing experiences
• Help coach your team members to be as successful and grow within their roles
• Collaborate effectively and professionally with other Testlio employees to solve problems and define new or improve existing processes
• Proactively drive new contract period scoping activities and identify upsell opportunities or ways to increase the value of the service offered
• Partner with sales team members to identify, win, and grow opportunities in your existing portfolio as well as with new prospects
• With customer satisfaction as your priority, proactively identify upsell opportunities or ways to increase the value of Testlio’s service in partnership with the Team Lead, Testing Manager, and Account Director

Preferred Qualifications

• Good knowledge of software, including native apps, development and testing methodologies
• Passion for and focused interest in the field of testing

Benefits

• Paid time off
• Reimbursement up to $300/yr for learning
• Stock options
• Equipment policy with Testlio contributing to the bulk of the cost with regular equipment update intervals
• Remote work