Responsibilities

At Harness, ensuring a positive customer experience involves addressing and resolving technical issues for end users, guiding them through the onboarding process on our platform, collaborating with engineering to troubleshoot complex technical issues, overseeing end user licenses, proactively identifying and managing reported user experience issues, handling production incidents, actively engaging with engineering to communicate resolutions to end users and work closely with Product and Engineering to prioritize key investments to reduce volume, simplify troubleshooting, and speed up resolution and analysis of defects.

The Head of Customer Experience not only encompasses the aforementioned responsibilities but also entails leading a team across different time zones. This role requires a proactive approach to automation of internal processes, challenging the existing norms, and making a substantial impact on delivering satisfaction to our end users. Should be able to cultivate and maintain strong relationships with our end users and work closely with our field organization to maintain high customer engagement. Should be able to develop support models that help enable and directly drive customer adoption of Harness modules.

Success in this position demands high energy, passion, operating with a sense of urgency, a background in devops, prior experience in engineering or technical leadership, and the ability to operate effectively in an unstructured environment with minimal resources.

Desired Experience

We are seeking a candidate who possesses a remarkable track record of more than a decade in leadership roles within the engineering and technical domain, ideally with a strong customer-facing background. It is essential that this individual has prior experience as a developer, having accrued a minimum of five years in a SaaS-based organization, and can demonstrate tangible achievements in fostering platform adoption and enhancing end-user support.

Moreover, a background in developer tools and platforms, with a particular emphasis on CI/CD, is a crucial requirement. Proficiency in collaborating with teams spread across the globe, as well as managing remote customer experience (CX) organizations, is a necessity. The candidate should be able to showcase a proven ability to drive positive results in multiple time zones. In addition, they should possess experience in leading teams with well-defined Key Performance Indicators (KPIs) and ensuring accountability within those teams.

The candidate should also have a proven track record of effectively handling and resolving production incidents. Furthermore, they should excel in engaging in constructive conversations with end users and customers while upholding customer satisfaction. This individual should possess the skills necessary to guide users through best practices.

Qualifications

• A degree in computer science or a related field (BS/MS) and a career that began in engineering as a developer. Given that our end users are developers and DevOps engineers, a strong technical aptitude is critical for success in this role.
• Previous experience with customer engagement platforms such as Zendesk and Jira, including defining and measuring product and CX KPIs, automating end-to-end support processes, measuring CX outcomes, and effectively managing end user expectations.
• A passionate leader with a track record of successfully leading geographically dispersed teams and collaborating effectively with other areas of the business.
• Prior experience from startups to scale-ups, along with a history of supporting a flagship product/platform in the market.
• Exceptional communication skills and a proven ability to engage with individual users as well as large enterprise customers.

What you will have at Harness

• Competitive compensation
• Comprehensive healthcare benefits
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Paid Time Off and Parental Leave
• Monthly, quarterly, and annual social and team-building events
• TGIF-Off program
• Recharge & Reset Program
• Monthly internet reimbursement
• Commuter benefits

Location

Harness is a Hybrid company. This role requires the successful candidate to be on-site in Mountain View, CA 4 days a week.