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Technical Account Manager



IT, Sales & Business Development
Sunnyvale, CA, USA
Posted on Wednesday, August 16, 2023

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 currently in search of a Technical Account Manager to join our Customer Success team in North America, with a primary focus on Technical Account Management. This position offers flexibility and can be based in either our Sunnyvale, CA, Toronto, Canada, or remote offices. 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.

What You’ll Do

  • Technical Consultation:
    • Provide expert guidance on utilizing our platform effectively, including setup, configuration, and optimization for testing scenarios.
    • Assist clients with troubleshooting technical issues, working collaboratively with our support and engineering teams to resolve problems promptly.
  • Product Onboarding and Training:
    • Guide clients through the onboarding process, ensuring a smooth transition onto HeadSpin’s platform.
    • Conduct training sessions and workshops for clients, helping them understand HeadSpin’s features and best practices for testing.
  • Client Relationship Management:
    • Establish and nurture strong relationships with clients, acting as the primary point of contact for all technical inquiries and concerns.
    • Conduct regular check-ins with clients to understand their business objectives and offer tailored solutions to address their challenges effectively.
  • Project Management:
    • Oversee the successful implementation of HeadSpins solutions within clients' workflows.
    • Collaborate with internal project teams to define project scopes, timelines, and deliverables.
    • Provide regular status updates to clients during project execution, ensuring expectations are managed effectively.
  • Performance Analysis:
    • Monitor and analyze clients' usage patterns and testing results on our platform, identifying areas for improvement and efficiency.
    • Present reports on key performance metrics to clients, providing valuable insights to optimize their testing processes.
  • Customer Advocacy:
    • Act as the voice of our clients within the organization, advocating for their needs and feedback to improve our platform and services.
    • Collaborate with product management and development teams to relay client requirements and contribute to product enhancements.
  • Escalation Management:
    • Handle client escalations with professionalism, ensuring timely resolution and effective communication throughout the process.

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 Need

  • 7 - 10 years proven experience in a client-facing technical role, such as Technical Account Management, Customer Success, or Solutions Engineering, preferably in the SaaS or software testing industry for enterprise clients
  • Bachelor's degree in a relevant technical field or equivalent experience.
  • Strong technical background and understanding of software testing methodologies, mobile app development, and cloud-based platforms.
  • Excellent communication and presentation skills, with the ability to convey technical concepts to both technical and non-technical audiences.
  • Exceptional problem-solving and analytical abilities.
  • Project management experience, with the ability to handle multiple clients and projects simultaneously.
  • Customer-centric mindset with a passion for ensuring clients' success and satisfaction.