Manager, Technical Services
- We're taking autonomous search mainstream, making product discovery more intuitive and conversational for customers, and more profitable for businesses.
- We’re making conversational shopping a reality, connecting every shopper with tailored guidance and product expertise — available on demand, at every touchpoint in their journey.
- We're designing the future of autonomous marketing, taking the work out of workflows, and reclaiming the creative, strategic, and customer-first work marketers were always meant to do.
About the Role:
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, and 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 del
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