Senior Director of Customer Engagement

Location: Must be based in the US or Canada,,

Software is broken, and we are working hard to fix it. While the goal may seem audacious, it’s what drives us. We’re looking for others to help join our cause to improve the lives of software developers, business owners, and users who are saddled with hard-to-maintain code, cost overruns, and buggy apps.

Test Double is a rapidly growing software consultancy with over 120 consultants working remotely in the United States and Canada. As Test Double has grown, so have the demands on supporting and growing our ever-expanding group of talented consultants. We are looking for a delivery leader to join our virtual office and lead the consulting efforts of our teams.

In this role, the Senior Director of Customer Engagement (SDCE) ensures that our clients are consistently delighted by meeting their expectations leaving them better off than when we initially found them. 

This position will report directly to the Vice President of Customer Experience and focus on:

• providing support and structure to enable consultant success

• improving experiences and interactions between consultants and clients 

• enabling measurable results at our client

• developing and coaching our Engagement Partners (a.k.a., Delivery Principal, Delivery Partner, Delivery Lead, Implementation Manager)

• contributing to strategic planning to continuously improve our engagements 

• facilitating people success initiatives 

This person will lead the evolution of our delivery processes while ensuring that we maintain our culture, mission and values. Close collaboration with our senior and executive leadership will be required for success in the role.

Responsibilities

• Client Delight: Take accountability for all client engagements from onboarding to successful completion

• Client Engagement Practices: Lead Engagement Partners in improving client experience including establishing and refining best practice approaches, creating and collecting success metrics, and ensuring we meet client expectations and leave them better off than when we found them

• Customer Success: Provide coaching necessary for identifying, communicating, and delivering measurable success (ROI) to our clients

• Consultant Support: Provide the foundation for Engagement Partners to anticipate the needs of our consultants and deliver support and guidance—enabling consultants to identify potential issues within client engagements and remediate them as quickly as possible

• Consultant Growth: Provide the foundation for Engagement Partners to accelerate the growth of our consultants through regular 1:1s, career retrospectives, constructive feedback and goal setting

• Client Expansion: Create an environment of cooperation and support between Engagement Partners and Client Partners to work on strategies and tactics to enable Test Double to grow its footprint at our clients

• Evolving Solutions: Apply lessons from engagements to improve the results of subsequent engagements, and partner with the internal team to  support the introduction of new solutions

• Project Staffing: Partner with the Customer Experience Team, Operations, Recruitment, and other stakeholders to reliably match the right consultant to the client engagement

• Strategic Planning: Actively collaborate on a strategic plan that aligns with the company's overall business strategy, focusing on scaling the organization's workforce to meet growth objectives

• Talent Management: Partner with People Success, Qualifications and Recruiting to attract and maintain a highly skilled and engaged workforce aligned with strategies for development and retention—especially identifying, developing, and promoting candidates who can successfully fulfill the Engagement Partner role

• Culture and Engagement: Cultivate a positive, inclusive, and dynamic team culture and ensure the company's values are integrated into all aspects of our engagement process

• Test Double Alignment: Align agents to TD’s mission, vision, and values by cascading company communications, encouraging company participation within other Test Double channels, and identifying opportunities to connect with other consultants 

• People Success Support: Contribute to the processes and structures that allow for career growth, recognition, and compensation in a fair and equitable manner

• Player / Coach: Take on the Engagement Partner role at a strategic customer to gain experience working with our agents, adapt approaches, and provide evidence-based success for your team

Qualifications

Proven experience in (100 consultant+ organization that is growing 20% per year):

• Leading delivery organizations, cross-functional consulting teams, and managing complex software projects with successful outcomes

• Effectively mentoring, coaching, and leading others while guiding them towards continuous growth and success

• Supporting consultants in their ability to balance meeting stakeholder expectations with delivering quality software and practices

• Successfully leveraging client-facing skills with the ability to manage client expectations, build relationships, and deliver value

• Listening and communicating effectively across different levels of the organization, and conveying complex concepts to both technical and non-technical audiences

• Leveraging strong analytical and problem-solving abilities, with a focus on delivering practical solutions as an advisor to our clients and when partnering with our internal teams

• Handling a healthy amount of ambiguity, with a focus on iterative progress while balancing multiple initiatives

• Leading others with low ego and high emotional intelligence (EQ)

• Providing continuous improvement, feedback, and inclusion
  
  

  Compensation starting salary:  $200,000 - $220,000USD with an expectation of On Target Earnings (OTE) of $230,000 to $300,000. Dependent on experience and interview process

   

  What We Offer: 
  

  • ESOP Employee stock ownership program - Test Double is 100% employee-owned
  • 5 weeks of flexible time off (vacation and sick time)
  • 10 paid holidays
  • Dental & Vision Insurance (we pay 100% of premiums for agents and their families)
  • Health Insurance (we pay 100% of HSA premiums, 80% of PPO premiums for agents and their families)
  • Up to 14 weeks of parental leave (8 weeks at 100% of salary)
  • 1 week of conference attendance (and up to $3,000 of expense)
  • Co-working space reimbursement (1/2 rent up to $500 monthly)
  • 10% Growth Time each week
  • New computer hardware purchase every 3 years
  • 2-week Sabbatical leave after 5th year
  • 1 annual company-wide retreat experience
  • Short and Long Term Disability
  • Retirement contribution match up to 3% of salary
  • Life Insurance