Program Manager - Large Account

Who We Are

HeadSpin is a startup organization, and we are revolutionizing the way developers test, monitor and optimize their applications. The company is building a first-of-its-kind global mobile device cloud platform that allows apps to instantaneously run on real devices across global mobile carrier networks. HeadSpin provides powerful, actionable, data which pinpoint any problems in the app and enable developers to fix these issues before launch. HeadSpin integrates seamlessly with your development workflow and requires no changes to your app. The HeadSpin mobile platform is now in 80 countries and 140 cities worldwide, supporting over several hundred cellular networks and over 2,000 mobile devices. Using HeadSpin’s service, developers can launch products with the confidence that their applications will work in all the conditions that their users will experience. HeadSpin is funded by Google Ventures, Nexus Venture Partners, ICONIC, Danhua Capital and other blue-chip investors.

About the Role

The Program Manager will either be located in the Seattle or Bay Area and will manage multiple customer accounts or a single large key account having multiple sub-projects handled by multiple individuals. This role maintains the big picture of the portfolio of accounts and is responsible for delivery and growth of these accounts. A person in this role will work with our client and will act as the delivery SPOC for pre-sales, solutions, and execution planning. The unique experience will help drive customer experience and customer centricity to ensure a high level of performance is sustained.

What You'll Do:

• Build the foundations of the process that will help scale
• Serve as project lead and primary interface and point of contact for customer during the implementation phase of the customer lifecycle
• Design, build, and refine our delivery approach to optimize for quickest time to value, ease of implementation, and long term customer success
• Own all of the functional aspects of customer projects including project management, documentation of requirements and timeline, resolution of open issues, communication of status and more
• Scope and prepare Statements of Work (SOW) in coordination with the Sales team
• Coordinate and work closely with the other members of the HeadSpin team including Engineering, Data and Operations, Sales, and Customer Success
• Manage all customer communication, including email, phone and face-to-face meetings throughout the implementation process
• Become a subject matter expert on our customer’s technology, business operations, and policy landscape
• Become a subject matter expert on HeadSpin’s products and services
• Gather and synthesize product feedback and trends from customers to bring back to our Product team so we can continually improve our offering
• You will work closely with our sales and services team to identify upsell opportunities and renewal risks and be engaged with cross-functional teams to successfully manage and resolve issues affecting your customers
• You will have the opportunity to work directly with our Product Management, Engineering and Marketing teams to share your knowledge and experiences to ultimately improve our business and our customers’ success
• 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
• 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.