Strategic Project Director - Seattle

This is a 100% remote role in the Seattle area.

Who We Are

HeadSpin is a unique developer platform that combines data science insights and global device infrastructure to enable companies to perfect their digital experiences during the engineering cycle. HeadSpin platform is present in over 50 countries. Its data science platform has an ability to assess over 130 performance KPIs, analyze root cause of the poor experience issues and recommend solutions to address them. HeadSpin differentiates itself from other testing solutions that only focus on functional or load testing. By using HeadSpin, companies have enhanced their customer experience, reduced time to market and optimized the cost of their digital applications.

About the Role

The Strategic Project Director must be located in the Seattle 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.