Technical Success Manager

: Technical Success Manager - German speaking

Location: Vilnius
Department: Client Services Client Services - General
Employment Type: Full-time
Work Model: Hybrid

As our Technical Support Specialist, youll be joining our B2B Client Services team as second-line support. Youll be consulting our EMEA clients in troubleshooting and resolving all technical inquiries and bug fixes, and lead clients to utilize our platform in the most optimal way. Ultimately, youll be ensuring the technical health of our client portfolio. Youll also act as a technical relationship manager providing best practices guidance with our clients via case and phone communications, working promptly and efficiently to ensure you meet agreed SLAs.

The salary range starts from 1800 EUR gross per month ( additional language allowance) and offers are determined by experience, knowledge, and skillset.

As you will be supporting EMEA-based clients, your working hours will be from 10 AM to 7 PM LTU time.

Provide a high level of service/support on all assigned cases from business clients by performing the following tasks:

• Troubleshooting cases of medium to high complexity that involve different Bazaarvoice features and products.
• Reading, comparing, and explaining technical concepts and documentation (limitations, requirements, functionality) to various audiences (technical and non-technical, internal and external teams).
• Providing consultative guidance to assigned clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism.
• 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.
• Work independently or collaboratively with internal teams (Client Success, TAMs, Client Delivery, Network, CII, etc.) as well as our clients to resolve concerns, issues, and questions in a professional and timely manner.
• Handle all cases in accordance with documented processes and consistently meet all KPIs (TTCR, CSAT, and Utilization rates).
• Manage client expectations and meet or exceed time commitments consistently.
• Detect and take immediate action when a client shows signs of increasing frustration. This includes offering a screen-sharing call to better explain unclear concepts and de-escalate situations, by keeping internal stakeholders informed.
• Speak up and suggest possible solutions if you see any gaps in how we currently operate and believe there are processes that could be optimized.
• When necessary, assist with New Hire Training (team) and New Hire Orientation (corporate).
• Serve as Subject Matter Expert (SME) for assigned product functionality which includes creating/maintaining documentation, performing training, and serving as an escalation point.
• Serve as backup for other team members when they are out of the office.

• Fluent in German and proficient in both written and verbal B2B communication in English.
• Possesses a drive/passion for providing exceptional customer service to each and every client.
• Analytical and detail-oriented with a focus on exceeding expectations. Good enough should never be good enough.
• Excel at problem-solving both from a technical and strategic perspective.
• Familiar with Web 2.0 technologies, such as HTML, CSS, JavaScript, API, and XML (reading and understanding the code).
• Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects.
• Experience working in a client-facing role (preferably in application/software support).
• Experience working with enterprise clients especially large retailers and global brands (B2B).

Salary: 1,800 - 2,000 a month (EUR gross per month)

At Bazaarvoice, we carefully consider multiple factors when determining compensation, including your background and experience. We also take geography into consideration when we can but are not able to accommodate every location when determining our ranges. These considerations mean that compensation can vary. The above base salary range for this position is EUR gross per month and will depend on your skills, qualifications.

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