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.
As a Senior Technical Success Manager, you will be joining our Client Services team on the basis of providing level 2 support to our clients. Our business clients are paying for the selected service package and are expecting prioritized and more personalized support. As such, in this role, you are expected to provide exceptional customer care, be technically adept, and possess exceptional analytical, critical thinking, time-management skills, as well as be able to display leadership skills, and be the right hand of your team leader.
The salary range starts from 2500 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. You would be expected to work on Lithuanian holidays, as our EMEA team follows the UK public holiday calendar. Additionally, you may be required to cover UK public holidays and weekends.
What You Will Do
- Work independently or collaboratively with internal teams (Client Success, Technical Account Managers, Professional Services, Network, Content Services, Product, Engineering, etc.) as well as our clients to resolve concerns, issues, and questions in a professional and timely manner and meet or exceed all documented KPI targets
- Possess and maintain a high level of understanding of assigned or client site(s) and build a collaborative relationship with the primary and technical contacts at those sites
- Provide Critical Incident (REDS) coverage as a member of a rotational team schedule
- Participate in or lead client meetings and demonstrate detailed technical knowledge of Bazaarvoice products and provide best practices guidance
- Serve as Subject Matter Expert (SME) for all Bazaarvoice product functionality, create/maintain technical documentation and perform team-specific technical training when needed
- Provide support to our clients in a clear, concise, and empathetic manner. Go above and beyond for those clients within the context of your scope, while setting clear expectations.
- Represent the Tech Success team in kick-off meetings for new Support clients or existing clients transitioning to the higher support package
- An empathetic approach to addressing client issues, irrespective of the nature of the issue and which party caused it
- Stay informed about our existing and upcoming product(s) to always be fully prepared to deliver the great support that is promised to our clients
- 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.
- Serve as a backup for your out-of-office colleagues and team leader when necessary.
Who You Are
- 2+ years of demonstrated experience working in an application support role supporting B2B e-commerce clients
- 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.
- Working knowledge of SQL, XML, Java, HTML, CSS and Javascript
- Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects.
#LI-HYBRID
#LI-AS1
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.
Please note: A background check will be part of the hiring process. This will be done with your consent and will only include information relevant to the job.
