Who We Are
HeadSpin is a global omnichannel digital experience testing platform that helps enterprises optimize application performance with its data science capabilities. With a strong infrastructure availability of real devices across 90+ locations, the HeadSpin Platform enables manual and automated app testing with a wide range of devices, including both screen and screenless devices, such as mobile phones, desktop browsers, media players, audio devices, and even automotive systems.
The Platform has an extensive on-prem and cloud-hosted device infrastructure that uses data science-driven performance and quality of experience analytics to collect over 100+ performance experience KPIs out of the box and provide performance analysis and monitoring across the engineering cycle. The Platform's advanced capabilities enable leading global enterprises to achieve an improved digital experience, faster triage, and cost efficiency.
About the Role
We are looking for a Technical Account Manager to join our Customer Success team located in the SF Bay Area or in the Seattle WA area, with a primary focus on Technical Account Management. As a Technical Account Manager, you will be a highly proficient technical and functional expert, adept at handling complex issue management. We are looking for a dynamic individual with quick and innovative thinking skills, exceptional technical abilities, and a strong business acumen. Your role as a Technical Account Manager will involve leveraging your technology and business intelligence to effectively address and resolve customer challenges. Collaborating with key internal stakeholders from Product, Engineering, Operations, Engagement Management, and Sales teams will be essential to achieve success.
The ideal candidate will be a motivated self-learner, deeply enthusiastic about problem-solving, and committed to ensuring our customers' success. As our Technical Account Manager, you will hold a crucial position in overseeing all technical aspects of customer engagements. Building strong relationships with our Enterprise customers will be a significant responsibility, guiding them through the implementation, optimization, and expansion of the HeadSpin platform. Your problem-solving expertise and dedication to delivering exceptional service will play a pivotal role in ensuring our customers receive the best possible support and experience. If you have technical experience with Python, Java, Appium, Selenium and can read scripts - we'd love to hear from you!!
What You’ve Done Before
As an accomplished Technical Account Manager in the SaaS and software testing industry, you have consistently excelled in managing technical client relationships and driving customer satisfaction. Your track record includes successfully leading onboarding and implementation processes for clients onto SaaS platforms and software products, ensuring seamless adoption and user satisfaction. You have provided expert technical consultation and support to clients, adeptly troubleshooting complex issues and delivering effective solutions. Through conducting product training sessions and workshops, you have empowered clients to fully utilize platform features for optimal results. Your ability to collaborate effectively with cross-functional teams, including support, engineering, and product management, has enabled you to advocate for clients and facilitate prompt issue resolution. You have a proven track record of identifying upselling and cross-selling opportunities based on clients' evolving needs, thereby contributing to revenue growth. You are well-versed in monitoring key performance metrics and analyzing client data to provide valuable, data-driven insights that drive continuous improvements in your clients' testing processes. Your experience in managing multiple client accounts simultaneously demonstrates your commitment to delivering exceptional service and adhering to project timelines. When handling client escalations, you approach conflicts with tact and diplomacy, ensuring resolution that strengthens client relationships and exceeds expectations. Your technical acumen allows you to understand and effectively articulate complex technical concepts to diverse audiences, further enhancing client engagement and satisfaction.
What You’ll Do
What You Need
Salary Range
This role is currently not open to sponsorship.
In compliance with local law, we are disclosing the compensation, or a range thereof, for roles that will be performed in California and Washington. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of HeadSpin’s total compensation package for employees.
HeadSpin is an Equal Opportunity Employer.
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