Digital Experience Champion

3 weeks ago

Bengaluru, Karnataka, India HeadSpin Full time

About Us

At HeadSpin, we revolutionize application performance optimization with our omnichannel digital experience testing platform. Our data science capabilities help enterprises refine their applications' digital experiences.

We operate a robust infrastructure featuring real devices across 50+ locations, enabling manual and automated app testing on a wide range of devices including mobile phones, desktop browsers, media players, audio devices, and even automotive systems.

Our comprehensive on-prem and cloud-hosted device infrastructure 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. This empowers leading global enterprises to achieve an improved digital experience, faster triage, and cost efficiency.

Key Responsibilities:

  • Maintain ongoing engagement with customers to identify potential churn risks and work proactively to eliminate them.
  • Stay updated on applicable products, operating systems, and hardware via continuous training, documentation, personal research, and hands-on experience.
  • Collaborate closely with customers to ensure successful deployment, onboarding, user adoption, retention, and overall success.
  • Collaborate with cross-functional teams, including global support teams, engineering, sales, and other teams, to resolve customer-reported issues and drive product enhancements.
  • Provide technical leadership and direction on all aspects of HeadSpin's products and services.
  • Evaluate and address account issues promptly by leveraging resources from across Technical Support, Sales, and Engineering.
  • Serve as the voice of the customer, providing internal feedback on how HeadSpin can better serve our customers.
  • Maintain knowledge of languages and technologies supported by HeadSpin.

Requirements:

  • Bachelor's Degree in Engineering or related field.
  • Experience working with developer products and platforms.
  • Familiarity with Python, Java, or JavaScript programming languages.
  • Understanding of CI/CD systems.
  • Experience supporting mobile apps.
  • 3+ years of experience in software development or customer-facing roles such as technical customer success, account management, presales engineering, or technical consulting.
  • Proven track record of successfully managing customer engagements to completion, delivering high customer satisfaction, and maintaining a professional attitude towards customers at all times.
  • Ability to utilize skills in Excel for generating reports and decks, providing valuable insights and analytics to customers.
  • Good understanding of technology and remote support principles, as well as the ability to work outside regular business hours when necessary.
  • Excellent interpersonal communication and customer service skills.
  • Ability to collaborate effectively with cross-functional teams to resolve customer and prospect-reported issues.
  • Able to thrive in fast-paced environments with challenging workloads.
  • Familiarity with web and mobile app development, architecture, and common test automation tools like Appium, Selenium, XC UITest, UI Automator, Espresso, etc.
  • Comfortable working in Linux/Mac environments and utilizing REST APIs.
  • Possibility of travel required for this role.

Estimated Salary: $120,000 - $180,000 per year

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