Engagement Manager

About the job 

Testlio is a leading quality management company. Its unique approach combines humans and machines to help digital innovators assure quality products at scale. On 600K+ real devices. In 100+ languages. With 800+ payment methods. The company is 100% remote, with people in 150+ countries. It is female-founded; 46% of full-time people are women. Clients include Amazon, Athenahealth, Match Group, Microsoft, NBA, Netflix, PayPal, Uber, Wayfair, and many more. To learn more, visit www.testlio.com.

As an Engagement Manager at Testlio, you will be a key player in driving strategic client success, growth, and overall testing team strategies within the Business Software, Commercial, Finance, Media, and entertainment industries. 

Reporting directly to our Americas region Client Services Director, you will take ownership of a portfolio of client engagements, ensuring exceptional results and value. You will be part of our Delivery Team and will work as a key member within a fully distributed services team, collaborating with Testing Managers, Test Leads, and testers from around the world.

Why you will love this job?

• Channel your passion for quality and be integral in bringing vision to reality for some of the most exciting companies in the world. 
• With a wide variety of customers in Testlio’s portfolio, you will be able to go through situations that you can’t find anywhere else - you will be dealing with multiple projects at hand and partnering with a wonderful team to build amazing app experiences for the most exciting companies in the world!
• You will help build amazing app experiences for people all over the world.
• Be the trusted go-to testing expert for your client.
• You will shape the current and future Testlio approach to client engagement. 
• You’ll work alongside and learn from strongly motivated and experienced co-workers from diverse backgrounds and locations while enjoying the flexibility of a distributed team.
• You have a chance to impact how an industry standard for quality is formed.

Why you will love being a part of Testlio?

• A true sense of belonging: the TestLion Pride is a global community of like-minded people who live Testlio’s six values every day. 
• Freedom to roam: Testlio is a global company that embraces flexibility while setting standards to help you succeed in a remote environment by having clear expectations for working hours and communication. We look for opportunities to create engagement with TestLions around the world and we want to make sure you can take time off from work to rest. We honor national holidays in your home nation and provide a generous number of days off, including personal wellness days.
• Winning business: Testlio is growing, profitable, and cash-strong. We are leading our industry with exceptional clients who provide us with a high NPS score and a 4.7 rating on G2. Our business model is global, enterprise, and subscription-based, with 85%+ of our revenue recurring. Several of our largest clients have been with us for 7+ years and many spend $500K+/year with Testlio.
• Proven client results: Testlio’s people + software solutions expand testing coverage, improve release velocity, and contain quality assurance costs. Our unique approach (“fused software testing”) merges automated + manual testing, on-demand + dedicated resources, and quality + operations systems to unlock new levels of quality engineering value.   

What would your day look like?

As an Engagement Manager, you will ensure that all relevant resources are intelligently deployed to align with key performance indicators for your clients and for Testlio. You’ll be responsible for strategic client success, client growth, testing strategy, and more. 

Client success

• You will take full ownership of multiple client engagements from A to Z.
• You will learn your client’s business objectives, culture, and people—and you will make strategic recommendations to achieve expected business outcomes.
• You will 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.

Team leadership and collaboration

• You will collaborate with Testing Managers, and support Test Leads and testers from around the world to ensure exceptional testing experiences.
• You will help coach your team members to be as successful and grow within their roles.
• You will collaborate effectively and professionally with other Testlio employees to solve problems and define new or improve existing processes.

Testlio ambassadorship

• You will 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, you will 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.

What do you need to succeed?

Technical Skills

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

Human Skills

• 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.

What is the application process?

We do our best to bring on individuals who will be excited about their role and have the potential for a great future with Testlio. Since we are 100% distributed, we’d like you to meet with multiple people from our organization to give you an idea of who you would be working with, what your role expectations are, etc. Our interview process can take about 3 to 4 weeks to complete. 

• Application
• Recruiter interview
• Multipart TestGorilla assessment
• ~ 3 Team and Stakeholder interviews
• Reference checks 
• Offer

Diversity and Inclusion

Testlio is an equal-opportunity employer deeply committed to creating an inclusive environment for people of all backgrounds and identities. We are female-founded, and 46% of our team members identify as women. See the DEI section of our website for more information.