This position is eligible for candidates located in the United States and United Kingdom

Your Role:

• Lead a team of onsite and offshore QA Engineers to ensure delivery of high-quality, scalable software across web, API, and platform services.
• Drive a modern quality engineering approach focused on early validation, strong test coverage, and automation-first practices.
• Partner with Product, Engineering, and DevSecOps to ensure requirements are clearly defined, testable, and complete before development begins.
• Establish and enforce quality standards across the development lifecycle, ensuring consistency and reliability of delivered features.
• Ensure comprehensive test coverage across functional, regression, performance, and edge-case scenarios.
• Promote and expand test automation across UI, API, and system-level validation.
• Use data and metrics to assess product quality, identify risks, and support release readiness decisions.
• Identify gaps in requirements, testing, and processes early, and drive continuous improvement across the team.
• Ensure alignment between requirements, test coverage, and validation outcomes to support high confidence in releases.
• Collaborate across teams to improve development workflows, quality practices, and delivery efficiency, including the adoption of AI-assisted development and testing tools.
• Mentor and develop QA engineers, fostering a culture of ownership, accountability, and continuous learning in a rapidly evolving, AI-enabled engineering environment.
• Advocate for quality as a shared responsibility across the organization, not just within QA.
• Conduct all business in accordance with Intradiem policies and procedures.
• Perform all other duties as assigned.

Your Background:

• Bachelor’s degree in Computer Science, related field, or equivalent work experience.
• 3+ years of managing a QA team testing front-end, back-end, desktop applications.
• 5+ years of QA experience with a strong focus on test automation and quality engineering practices.
• Knowledgeable in modern SDLC methodologies with a focus on automation, continuous delivery, and emerging AI-assisted development practices.
• Experience leading teams across functional testing, performance testing, test automation, and quality workflows.
• Strong understanding of API testing (REST/SOAP), SQL queries, log analysis, and performance testing.
• Experience with QA and test automation tools, such as Qmetry, Jira, Confluence, JMeter, or similar.
• Experience with release processes in CI/CD environments.
• Excellent problem solving and analytical skills.
• Detail oriented with a strong ability to prioritize and deliver results.
• Must be able to adapt to changing requirements and priorities.
• Ability to work independently, self-motivated and a strong team player.
• Familiarity with AI-assisted development or testing tools is a plus.
• Experience working in highly automated, CI/CD-driven environments preferred.

​Your Role: 

​Strategic Account Growth 

• ​Maximize Intradiem's revenue within assigned accounts by designing and executing strategic account development initiatives that expand customer value and long-term adoption
• ​Manage an annual quota by building and overseeing forecasts and pipelines of customer opportunities, applying advanced business judgment
• ​Lead contract negotiation and renewal strategy, including structuring uplift/expansion opportunities and ensuring alignment with customer objectives
• ​Develop and maintain comprehensive account plans, including organizational maps of subsidiaries, executive sponsors, and key decision-makers across operations, IT, and senior leadership
• ​Identify and evaluate opportunities to expand Intradiem's solutions across additional business units and subsidiaries

​Customer Success & Value Delivery 

• ​Develop a trusted advisor relationship with Intradiem champions to ensure each customer's use of the solution closely aligns with its business case and strategy
• ​Serve as the primary point of contact for assigned accounts, providing real-time assistance and support for day-to-day needs on the Intradiem platform
• ​Develop and deliver Success Plans identifying stakeholders, milestones, metrics, risks, and solutions inherent in an Intradiem implementation
• ​Own and facilitate reporting and presentations that depict customer value, investment return, opportunities, areas for expansion, operational maturity, and action items
• ​Own delivery on expansion opportunities including rules configuration, process and change management advisement, testing support, and launch adoption support

​Relationship & Change Management  

• ​Build and foster executive-level relationships, serving as a trusted advisor to influence customer direction and long-term partnership
• ​Act as a change management advocate, driving adoption of best practices within customer organizations, ensuring smooth transitions and effective implementation
• ​Facilitate change management discussions with customers' operational teams to help them drive adoption of the solution
• ​Serve as a strong customer advocate and voice of the customer when engaging with Intradiem teams in Sales, Technical Support, Product Management, and Senior Leadership

​Cross-Functional Collaboration  

• ​Partner with internal teams including Product Management, Support, Engineering, and Account Management to track and serve the ongoing needs of assigned accounts
• ​Participate in regular executive account reviews, providing insights and collaborating with cross-functional teams to develop long-term customer retention and growth strategies
• ​Utilize Customer Health tools to track deliverables, customer contacts, risk, and overall health metrics by account
• ​Maintain a deep understanding of customer technical and operational environments, identifying alignment points where Intradiem can add value

​Additional Responsibilities 

• ​Travel up to 25% to support executive engagements, customer strategy sessions, and industry events
• ​Conduct all business in accordance with Intradiem's policies and procedures
• ​Perform all other duties as assigned

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Your Background:  

• ​Bachelor's degree required
• ​6+ years of SaaS account management, customer success, or enterprise sales experience with demonstrated success in strategic account growth and customer retention
• ​2-4 years of contract negotiation and renewal strategy experience
• ​Proven track record of developing and maintaining C-level relationships and driving software/service adoption
• ​Experience with Salesforce CRM required
• ​Contact center and/or Workforce Management background highly preferred
• ​Strong technical acumen, with the ability to evaluate and strategically align customer environments with Intradiem's solutions
• ​Thorough understanding of financial principles to support complex contract negotiations and growth initiatives
• ​Advanced business acumen with strength in market research, financial analysis, and strategic planning
• ​Subject matter expert (SME) and consultant in the practical application of SaaS solutions
• ​Advanced proficiency in Microsoft Excel, PowerPoint, Salesforce, and other technologies supporting contract analysis and strategic account management
• ​Experience with SaaS methodologies and customer success frameworks
• Excellent communication and interpersonal skills, with the ability to influence, present, and build trust at all levels
• Strong change management and problem-solving capabilities, including identifying barriers and driving adoption
• Ability to translate technical concepts for non-technical audiences
• Highly organized, analytical, and detail-oriented, delivering high-quality work on time
• Self-motivated and collaborative, with a track record of driving growth and retention
• Demonstrates integrity, discretion, and sound judgment, particularly with senior stakeholders