Technical Support Manager
Full-timeJob Overview
About Bazaarvoice
At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.
The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.
Our brand promise : closing the gap between brands and consumers.
Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.
It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!
Who You Are:
You are an experienced Client Services Manager who thrives on leading and coaching
teams to consistently provide best-in-class service experiences for our customers. You
enjoy occasionally rolling up your sleeves and getting involved when needed to help drive
a great overall client experience. Experience collaborating with multiple organizations
within and outside of the regions to ensure alignment around service delivery excellence.
Your peers and team see you as an energetic and enthusiastic leader who can build a
motivated team that is prepared and able to meet/beat company goals.
The successful candidate will also be responsible for collaborating with multiple organizations and
departments to improve customer engagement, delivery, and support programs to enhance customer
satisfaction.
Client Service Managers help ensure clients receive exceptional service while the business's sales goals
are supported. They work to develop and implement client service strategies that will help increase
sales while providing a positive experience for all clients.
Responsibilities
Drive best in class service experience for clients for all post-sales support activities including
engagement services, Implementation services and Technical Support.
Coach and support team members to help them meet departmental goals.
Mentor and coach client service staff to ensure professional growth and related performance.
Coordinate projects and available headcount to manage utilization and capacity of resources to
effectively drive high customer satisfaction levels.
Create & manage monthly/quarterly departmental reports to determine whether KPIs (key
performance indicators) are being met and identify areas for improvement.
Annual performance management & merit reviews.
Achieves customer service objectives by contributing customer service information and
recommendations to strategic plans and reviews.
Requirements
Minimum of 5 years' experience in customer facing roles
Superior written and verbal communication skills
Exceptional time management and multi-tasking abilities
A proven history of success in leadership roles
Experience hiring and training staff
Ability to professionally resolve conflicts between customers or staff
Client-minded focus of delivering best in class service support that results in consistently high-
levels of client satisfaction
Experience in SaaS environment
The most essential skills for a Client Services Manager are communication skills and analytical
thinking skills, which enable them to build relationships with clients while thinking strategically
about how to meet business goals.
Able to successfully problem-solve and negotiate as necessary.
Continuously showcase high attention to detail and well-developed organizational skills.
Qualifications
Bachelor's Degree in Business or a related field required
5+ years of management experience in Professional or Technical Services, preferably within a
SaaS model
Background and expertise in building out new service capabilities to accommodate growth, scale
and global reach.
Experience collaborating with international teams and remote team members
Superior communicator and strong relationship builder
A passion for customers and a dedication to providing a best-in-class service experience
Strong coaching and mentoring experience; able to confidently provide constructive
professional development feedback
Shift Timings:
3.30 AM - 12.30 PM
About Bazaarvoice
At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.
The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.
Our brand promise : closing the gap between brands and consumers.
Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.
It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!
Who You Are:
You are an experienced Client Services Manager who thrives on leading and coaching
teams to consistently provide best-in-class service experiences for our customers. You
enjoy occasionally rolling up your sleeves and getting involved when needed to help drive
a great overall client experience. Experience collaborating with multiple organizations
within and outside of the regions to ensure alignment around service delivery excellence.
Your peers and team see you as an energetic and enthusiastic leader who can build a
motivated team that is prepared and able to meet/beat company goals.
The successful candidate will also be responsible for collaborating with multiple organizations and
departments to improve customer engagement, delivery, and support programs to enhance customer
satisfaction.
Client Service Managers help ensure clients receive exceptional service while the business's sales goals
are supported. They work to develop and implement client service strategies that will help increase
sales while providing a positive experience for all clients.
Responsibilities
Drive best in class service experience for clients for all post-sales support activities including
engagement services, Implementation services and Technical Support.
Coach and support team members to help them meet departmental goals.
Mentor and coach client service staff to ensure professional growth and related performance.
Coordinate projects and available headcount to manage utilization and capacity of resources to
effectively drive high customer satisfaction levels.
Create & manage monthly/quarterly departmental reports to determine whether KPIs (key
performance indicators) are being met and identify areas for improvement.
Annual performance management & merit reviews.
Achieves customer service objectives by contributing customer service information and
recommendations to strategic plans and reviews.
Requirements
Minimum of 5 years' experience in customer facing roles
Superior written and verbal communication skills
Exceptional time management and multi-tasking abilities
A proven history of success in leadership roles
Experience hiring and training staff
Ability to professionally resolve conflicts between customers or staff
Client-minded focus of delivering best in class service support that results in consistently high-
levels of client satisfaction
Experience in SaaS environment
The most essential skills for a Client Services Manager are communication skills and analytical
thinking skills, which enable them to build relationships with clients while thinking strategically
about how to meet business goals.
Able to successfully problem-solve and negotiate as necessary.
Continuously showcase high attention to detail and well-developed organizational skills.
Qualifications
Bachelor's Degree in Business or a related field required
5+ years of management experience in Professional or Technical Services, preferably within a
SaaS model
Background and expertise in building out new service capabilities to accommodate growth, scale
and global reach.
Experience collaborating with international teams and remote team members
Superior communicator and strong relationship builder
A passion for customers and a dedication to providing a best-in-class service experience
Strong coaching and mentoring experience; able to confidently provide constructive
professional development feedback
Shift Timings:
3.30 AM - 12.30 PM
#LI-Hybrid #LI-SR1
Why join Bazaarvoice?
Customer is key
We see our own success through our customers’ outcomes.
We approach every situation with a customer first mindset.
Transparency & Integrity Builds Trust
We believe in the power of authentic feedback because it’s in our DNA.
We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.
Passionate Pursuit of Performance
Our energy is contagious, because we hire for passion, drive & curiosity.
We love what we do, and because we’re laser focused on our mission.
Innovation over Imitation
We seek to innovate as we are not content with the status quo.
We embrace agility and experimentation as an advantage.
Stronger Together
We bring our whole selves to the mission and find value in diverse perspectives.
We champion what’s best for Bazaarvoice before individuals or teams.
As a stronger company we build a stronger community.
Commitment to diversity and inclusion
Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.
As part of our hiring process, a background check will be conducted. This will be done with your consent and will only include information relevant to the job.