Technical Success Manager, Bazaarvoice

• Do you get energy from interacting with your customers?
• Are you looking for the type of role where no two days are the same and you are always getting exposed to new technologies?
• 2+ years working experience with Web 2.0 technologies is a must (preferable in a SaaS or ecommerce environment); preferably with experience coding or scripting for websites and/or web components using HTML, CSS, JavaScript, SQL, XML, etc. Experience using common programming software development concepts and troubleshooting applications
• 2+ years experience working in a client-facing role (preferably in an enterprise application/software support environment)
• Possesses and exhibits an ability to communicate (both written and verbally) complex technical concepts to a wide range of audiences including both technical and marketing-focused stakeholders
• Experience communicating with clients via phone, email and screen share
• A degree in CIS, MIS, or Computer Science (or equivalent job experience.)
• Ability to manage multiple priorities. Candidates must be analytical, detailed-oriented, concise communicators, able to organize and prioritize various tasks and must be able to deduce potential root-causes for technical issues based on provided “symptoms.”
• Candidates must have a customer-service focused mindset with an emphasis on exceeding expectations
• Ability to deescalate dissatisfied stakeholders both internally and externally via both written and verbal communication
• Must be authorized to work in the relevant Bazaarvoice office location
• Comfortable working in a Mac based environment

Desirable

• Bazaarvoice is looking for a Technical Success Manager to help us support some of the most successful brands and retailers in the world
• This is an individual contributor role supporting a Enterprise Level portfolio of clients with no direct reports
• Work independently and/or collaboratively with internal teams as well as our clients to resolve client concerns, questions, and technical issues in a professional and timely manner
• This will include investigating and troubleshooting cases of low to high complexity involving various Bazaarvoice features and products
• Example of customer issues including (but not limited to) code integration diagnosis and debugging, data validation and verification, configuration updates, technical workflow audits, querying data and deploying code changes
• Communication in this role is key to success
• The ability to explain technical concepts (limitations, requirements, functionality) to a wide range of audiences (both technical and marketing-focused, internal and external teams) is critical
• Timely, proactive follow-up is expected and measured both internally and externally
• Provide consultative guidance to Enterprise-level clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism
• You will have to manage client expectations and meet or exceed time commitments consistently
• Participate in and/or lead client meetings and demonstrate detailed technical knowledge of our products, how our clients are utilizing them on their respective websites and recommendations to achieve improved results
• Serve as a representative for the Global Support Org for meetings with our Product teams
• This includes attending regular internal go-to-market meetings, creating/maintaining documentation, performing training, serving as an escalation point and keeping leadership informed of upcoming changes
• Updating the Bazaarvoice StatusPage to notify clients of potentially high impacting technical issues
• Be available for pager duty approximately 1-2 times a quarter where you are on-call after business hours and during the weekend to handle any critical cases submitted by clients
• Creating and refining client-facing documentation, as well as improving internal process and technical troubleshooting reference materials
• Proactively identify, resolve and notify leadership of potential “break fix” scenarios impacting multiple clients