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Customer Success Engineer - SF Bay Area

HeadSpin

HeadSpin

Customer Service, Sales & Business Development
Sunnyvale, CA, USA
Posted on Tuesday, April 2, 2024

About Us

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

You should be a tech savvy Customer Success Engineer who wants to help build our client base and increase customer satisfaction through providing post sales technical support. You should be able to satisfy client queries in a timely manner and train clients to use our products as well as working with the sales team to increase sales. To be successful as a Customer Success Engineer, you should have excellent technology skills and knowledge, have previous software development experience (noted below), as well as sales ability and interpersonal skills. If this sounds like you, then we should connect! Your role may involve traveling (when appropriate) to a client’s business and provide training for their staff. You will also assess issues that arise, form a conduit between customers and product and service teams. You will provide customer feedback and insights about the effectiveness of our services provided. You’ll help ensure that customers are fully utilizing our platform through tech workshops, writing sample scripts, and providing additional product knowledge. If you love working with customers and thinking on your feet, then we want to talk to you!

What You'll Do

  • Work with customers to ensure on-boarding, user adoption, retention and overall success
  • Impart technical leadership and direction on all aspects of HeadSpin’s products and services
  • Assist in training customers on using HeadSpin to troubleshoot real time performance issues
  • Track accounts to identify churn risk and work proactively to eliminate that risk
  • Ensure any account issues are resolved quickly, utilizing resources from across Technical Support, Sales, Engineering etc.
  • Function as the voice of the customer and provide internal feedback on how HeadSpin can better serve our customers
  • Maintain and gain knowledge of the languages and technologies supported by HeadSpin

What You Need

  • 5-7+ years’ work experience in a software development role, or a customer-facing role such as technical customer success, account management, pre-sales engineering or technical consultant role
  • Experience successfully managing customer engagements to completion and customer satisfaction
  • Proven record of professional customer service in a high growth environment
  • Willing to get your “hands dirty” and troubleshoot or code solutions when needed
  • Proficient understanding of Web/Mobile app development and architecture including common test automation tools like Appium, Selenium, XCUITest, UIAutomator, Espresso, etc.
  • Comfortable working in a Linux/Mac environment and using Rest APIs
  • Experience working in at least one of these programming languages (Java, Python, GO, C++)
  • Strong ability to align technical concepts and features to business needs
  • Bachelor’s Degree in Computer Science or similar fields
  • Able and willing to travel as the job requires

Salary Range

  • The annual salary range for this full-time position is $100,000 - $140,000 (DOE) year plus bonus, equity and benefits.
  • HeadSpin provides a variety of benefits to employees, including health/vision/dental insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and flexible time away.

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. 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.