Senior Technical Success Manager

 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!

Bazaarvoice is looking for a Sr. Technical Success Manager to help us support some of the most successful brands and retailers in the world. 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? If so, this might be the role for you.

(Enterprise Technical Support)

Responsibilities:

• 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.

Required Qualifications and Skills:

• 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.

Preferred/Desired Qualifications and Skills:

• Experience working with enterprise clients, especially large retailers and global brands.
• Working knowledge of Salesforce and JIRA.
• Ability to communicate in two or more languages.
• Experience with technical support for API and data products to software developers
• Experience with XML, SOAP, JSON API structures
• Experience with testing APIs using tools like Postman
• Experience with SQL and other programming languages related to database queries

#LI-BA1

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.