Remote Technical Success Manager

Summary

The job is for a Technical Success team member at Bazaarvoice who will provide high-level service to clients, troubleshoot issues, and serve as an SME for assigned product functionality. The role requires fluency in both English and German due to the EMEA client base.

Requirements

• Experience working in a B2B client focused role with daily interactions by phone, email and chat systems (preferably in application/software support)
• Exceptional communication skills
• Fluent in both English and German
• Analytical and detail-oriented with a focus on exceeding expectations
• Possess a drive/passion to provide exceptional customer service to each and every client
• Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects
• A desire to grow technically with on-the-job training and learning at Bazaarvoice

Responsibilities

• Provide a high level of service/support to all assigned clients by performing the following tasks
• Work independently or collaboratively with internal teams and clients to resolve concerns, issues, and questions in a professional and timely manner
• Provide consultative guidance to assigned clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism
• Manage client expectations and meet or exceed time commitments consistently
• Possess and maintain a high level of understanding of assigned client site(s) and build a collaborative relationship with the primary and technical contacts at those sites whenever possible
• Address client escalations ensuring that internal stakeholders are provided with regular updates through issue resolution
• Explain technical concepts to a wide range of audiences and handle all cases in accordance with documented processes and consistently meet all KPI’s (TTCR, CSAT and Utilization rates)
• Participate in or lead client meetings and demonstrate detailed technical knowledge of our product and how our clients are utilizing it on their respective websites
• Perform simple code changes to address client issues and review code changes made by others for accuracy prior to implementation
• Assist with New Hire Training (team) and New Hire Orientation (corporate) when necessary
• Mentor team members to ensure they are following all documented procedures and have the necessary product and troubleshooting knowledge to provide a high level of support to our clients
• Serve as Subject Matter Expert (SME) for assigned product functionality which includes creating/maintaining documentation, performing training and serving as an escalation point
• Work with internal teams to drive continuous process improvement across the Client Care organization
• Back up Practice TSMs (Sampling and Curations) when necessary and have strong knowledge of these products in order to be able to address basic or high-level questions from clients
• Serve as backup for team members as necessary. May be required to be on call on weekends or public holidays as per business needs

Preferred Qualifications

• Experience with Web 2.0 technologies (even better if this experience was in an ecommerce environment)
• Experience with enterprise clients especially large retailers and global brands
• Experience with coding or scripting for websites / web components using HTML, CSS, JavaScript, SQL, XML, etc. using common programming and software development concepts
• Working experience with Salesforce and JIRA and knowledge/understanding of SEO strategies and methodologies