Bloomreach logo
Bloomreach

Bloomreach is a computer software company that is on a mission to empower its clients to seamlessly personalize their customer experience and, in turn, successf

Manager, Technical Services

Location

Americas

Posted

2 days ago

Salary

$120K - $150K / year

Seniority

Lead

No structured requirement data.

Job Description

Manager, Technical Services

Bloomreach

Role Description Bloomreach is looking for a Manager, Technical Services to lead our Technical Services team for the Americas. This team partners with customers and internal stakeholders to deliver high-quality implementation and technical consulting services across Bloomreach products. Technical Services supports customers through: - Discovery workshops - Implementation consulting - Architecture and implementation reviews - Go-live support - Ongoing technical consultancy to support customers after go live In this role, you will be responsible for leading a team of technical consultants that perform customer-facing delivery, project staffing, escalations, quality of execution, and cross-functional coordination. You will help ensure customers successfully deploy and extend Bloomreach solutions while continuously improving team operations, delivery consistency, and the overall customer experience. What You’ll Do - Delivery Leadership - Assign team members to projects and initiatives based on workload, experience, skills, and customer needs. - Delegate work effectively across the team and provide support on active customer projects. - Act as the first level of escalation for technical customer issues and help drive timely resolution. - Promote a culture of high-quality delivery, defect-free go-lives, and strong change management discipline. - Estimate work effort for existing customers to add technical integrations or custom solutions. - Identify process improvement opportunities and own or delegate process definition, documentation, and enablement as needed. - Communicate risks and issues early and escalate appropriately when needed. - Cross-Functional Partnership - Build strong working relationships with leaders across Customer Success, Product, Engineering, and Support. - Partner with global Engineering teams to prioritize and resolve technical issues impacting customer delivery. - Work with Product teams to validate new features and functionality, document implementation steps, and improve delivery readiness. - People Management - Ensure appropriate delivery coverage across the team, including out-of-office planning and continuity of support. - Review and approve change management requests and provide feedback where needed. - Set goals for direct reports, track progress, and measure outcomes aligned to performance and development plans. - Lead the annual review process, support promotion planning, and manage performance improvement when expectations are not met. - Provide ongoing coaching and real-time feedback to support continuous improvement and career growth. Qualifications - 7+ years of experience in technical services, professional services, solutions consulting, implementation, or a related customer-facing technical function. - 2+ years of people management experience leading technical, implementation, consulting, or delivery teams. - Experience performing solution estimates, managing resource allocation and project staffing across multiple concurrent customer engagements. - Proven ability to lead technical escalations and work cross-functionally with Product, Engineering, Support, and Customer Success teams to drive resolution. - Strong background in customer implementations, integrations, technical consulting, or solution delivery for SaaS commerce, martech, search, or related enterprise platforms. - Experience driving delivery quality, operational rigor, and process improvement in a fast-paced environment. - Ability to balance strategic leadership with hands-on execution and day-to-day team support. - Strong communication skills with the ability to influence stakeholders, manage competing priorities, and escalate proactively. - Experience coaching, developing, and performance managing individual contributors. Preferred Qualifications - Experience in SaaS commerce, martech, search, or related enterprise platforms. - Familiarity with enterprise implementations involving complex integrations, architecture reviews, and go-live support. - Experience working in a global, cross-functional organization with distributed teams. Benefits - Health care including medical, dental, and vision insurance - 401k Plan with employer contribution - Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location. - Participation in the company's performance bonus. - Employee referral bonus of up to $3,000 paid out immediately after the new hire starts. - Extended parental leave up to 26 calendar weeks for Primary Caregivers. - 5 paid days off to volunteer. - Subscription to Calm - sleep and meditation app. - ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter. - Professional education budget of $1,500 annually.

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