Customer Success Team Lead
3 days ago
Company Overview
HeadSpin is a cutting-edge omnichannel digital experience testing platform that empowers enterprises to optimize application performance with its innovative data science capabilities.
We boast a robust infrastructure comprising real devices across 90+ locations, facilitating seamless manual and automated app testing with a diverse range of devices, including both screen and screenless devices.
The Platform leverages data science-driven performance and quality of experience analytics to collect over 100+ performance experience KPIs out of the box, providing comprehensive performance analysis and monitoring throughout the engineering cycle.
Job Requirements
- Identify and mitigate churn risk through proactive account tracking.
- Develop and maintain expertise on applicable products/applications, operating systems, and hardware through training, documentation, personal research, and experience.
- Collaborate with customers to ensure successful deployment, onboarding, user adoption, retention, and overall success.
- Provide technical leadership and direction on all aspects of HeadSpin's products and services.
- Resolve account issues promptly, leveraging resources from across Technical Support, Sales, Engineering.
- Foster open communication and provide internal feedback on how HeadSpin can better serve our customers.
- Stay updated on languages and technologies supported by HeadSpin.
Desired Qualifications
- Bachelor's Degree in Engineering or related field.
- Proven experience with developer products and platforms.
- Familiarity with Python, Java, or JavaScript.
- Experience with CI/CD systems.
- Mobile app support experience.
- Minimum 3 years of experience in software development or customer-facing roles.
- Track record of successful customer engagement management and customer satisfaction.
- Positive, empathetic, and professional attitude towards customers.
- Strong understanding of technology and remote support.
- Excellent communication and customer service skills.
- Collaborative mindset and ability to work effectively with cross-functional teams.
- Fast-paced environment adaptability and ability to handle challenging workloads.
- Web/Mobile app development and architecture knowledge, including test automation tools.
- Comfortable working in Linux/Mac environments and using Rest APIs.
- Willingness to travel as required.
Compensation Package: Competitive salary range ($120,000 - $180,000 per year)
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