Technical Success Manager (German speaking)

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 and the UK!

As our Technical Support Specialist you’ll be joining our Client Services team as second line support. You’ll be consulting our EMEA clients in trouble-shooting and resolving all technical inquiries and bug fixes, and lead clients to utilise our platform in the most optimal way. Ultimately you’ll be ensuring the technical health of our client portfolio. You’ll also act as a technical relationship manager providing best practices guidance with our clients via case and phone communications working in a timely and efficient manner ensuring you meet agreed SLAs. In this process, you will be supported by a team of engineers for any required code change and critical cases.

Salary range starts from 1480 EUR gross per month (+ additional language allowance) and offers are determined by experience, knowledge, and skillset

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

• Work independently or collaboratively with internal teams (Client Success, TAM’s, Client Delivery, Network, CII, etc.) as well as our clients to resolve concerns, issues, and questions in a professional and timely manner. This includes troubleshooting cases of medium to high complexity that involve different Bazaarvoice features and products.
• Provide consultative guidance to assigned clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism.
• Manage client expectations and meet or exceed time commitments consistently.
• Explain technical concepts (limitations, requirements, functionality) to a wide range of audiences (technical and nontechnical, internal and external teams).
• Handle all cases in accordance with documented processes and consistently meet all KPI’s (TTCR, CSAT and Utilization rates).
• 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.
• Perform simple code changes to address client issues and review code changes made by others for accuracy prior to implementation.
• Assist with New Hire Training (team) and New Hire Orientation (corporate) when necessary.
• Serve as Subject Matter Expert (SME) for assigned product functionality which includes creating/maintaining documentation, performing training and serving as an escalation point. 
• Work with internal teams to drive continuous process improvement across the Client Care organization.
• Serve as backup for other TSM’s as necessary when they are out of the office.