Head of Customer Experience (Cluj, Romania or London, UK)

<p><br/></p><ul> <li>Put simply, when the likes of Google or Facebook need to globally test their app, they use Global App Testing. We help companies all around the world to accelerate growth through our crowd-enabled testing platform for web and mobile apps.</li> <li>Internationalising software at speed has become increasingly problematic, with the vast combination of new devices, operating system upgrades and global network providers.</li> <li>By taking a customer-focused approach to quality, hundreds of leading brands including Facebook, Youtube, Microsoft, General Electric and iHeartMedia rely on Global App Testing’s platform to improve quality at a speed that allows agile and DevOps teams to release faster and more often.</li> <li>At Global App Testing, we have the capability to leverage over 50,000 assessed and professional testers with real devices in real environments in over 189 countries.</li> <li>We’ve also gained worldwide recognition for innovations in the testing field - most notably creating <a href="https://www.testathon.co/" rel="nofollow noreferrer noopener">Testathons</a> and publishing a best selling book called Leading Quality (a definitive guide and philosophy on how the right QA can increase your speed, scale and global growth). Testathons, (hackathons for testers), have now run in over 35 countries with leading tech teams from the likes of Spotify and Instagram.</li> <li>At Global App Testing we’ve created an open and inclusive environment where you can play to your strengths whilst stretching yourself to become the best version of you. We believe focusing on your core skills, enjoying your work, building lasting internal relationships, and collaborating with other equally passionate and world-class people is a recipe for your success.</li> </ul><p><strong>Requirements</strong></p><p>We are looking for our Customer Experience Leader that can join us to help our customers accelerate their growth through our crowd-enabled testing platform. You will lead our highly skilled team, composed of Customer Success Managers and Project Managers, and work together to deliver revolutionary change by building value orientated partnerships with broad ranges of our tech stakeholders.</p><p>What you'll own:</p><ul> <li>Challenge senior leadership to be bold: discuss high-level vision &amp; customer impact</li> <li>Collaborate cross-functionally with a whole host of our internal teams. From product to operations, sales &amp; marketing, you will need to communicate effectively so that Global App Testing can continue to make the best decisions for their customers. </li> <li>Act as point of escalation for all situations related to customers, whether they are from a technical, commercial or relationship perspective</li> <li>Set strategic directions and growth areas for the project managenet and customer success management functions</li> </ul><ul> <li>Level up our approach to project management and customer success; improving for outcomes and scalability. Build the foundation for growth through implementation of (e.g.) metrics, reporting, onboarding, recruiting, training, processes, tooling, automation.</li> <li>Develop our use of tracking and tooling to ensure our work is increasingly replicable.</li> </ul><p>What you'll teach us:</p><ul> <li>What excellence looks like for Customer Success and Project Management.</li> <li>How your leadership style motivates and inspires your team</li> <li>How customer focus and strategy drive long term relationships and usage</li> </ul><p>What you'll learn:</p><ul> <li>Our take on what an approach to delivering impact for our customers looks like.</li> <li>Develop and grow your skills</li> </ul><p>With this job you will have Impact, specifically:</p><ul><li>Within 1 month, you’ll have…<ul> <li>Discover the internal partnerships that you need to build, grow and maintain</li> <li>Got to grips with our portfolio of customers, who the key stakeholders are and what impact they are looking for us to have with them.</li> </ul> </li></ul><ul><li>Within 3 months, you’ll have…<ul> <li>Built and implemented a process for at least one way our customer process can be more robust or more scalable</li> <li>Define the best approach to the team organization, metrics and reporting </li> <li>Define the next set of goals and OKRs for the functions you will be responsible </li> </ul> </li></ul><ul><li> What we're looking for <ul> <li>You are a people-person. You’re a fantastic communicator, whether that’s within your reporting up (to management) and sideways (to stakeholders and the company, colleagues or your team) in an inspirational, clear and effective manner. </li> <li>You enjoy building trusting relationships and helping clients and your team to grow.</li> <li>A proven track record in leading teams</li> <li>Experience in managing customers from a technical and commercial perspective</li> </ul> </li></ul><p>You will likely have…</p><ul> <li>5+ years diverse customer management experti