Bazaarvoice is hiring a
Technical Success Manager in United Kingdom

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Technical Success Manager
🏢 Bazaarvoice
💵 $37k-$62k
📍United Kingdom
📅 Posted on Jul 11, 2024


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.


  • 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


  • 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
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