Technical Success Manager - German speaking

What You’ll Do

• 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, TAM’s, 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 KPI’s (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.

What We’re Looking For

• 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).

Client-provided location(s): Vilnius, Lithuania

Job ID: ff5438d1-e20c-4ee4-ac05-7cf9868dc1b9

Employment Type: OTHER

Posted: 2025-08-25T07:38:51