Manager, Technical Services

Bloomreach is building the world’s premier agentic platform for personalization.We’re revolutionizing how businesses connect with their customers, building and deploying AI agents to personalize the entire customer journey. 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. And we're building all of that on the intelligence of a single AI engine — Loomi — so that personalization isn't only autonomous…it's also consistent.From retail to financial services, hospitality to gaming, businesses use Bloomreach to drive higher growth and lasting loyalty. We power personalization for more than 1,400 global brands, including American Eagle, Sonepar, and Pandora. 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 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. Experience and Requirements 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. Excited? Join us and transform the future of commerce experiences. The base salary range for this position is $120,000-$150,000, plus bonus & RSU's. The pay range actually offered will take into account a variety of potential factors considered in compensation, including but not limited to skills, qualifications, geographic location, accomplishments, experience, credentials, internal equity and business needs, and may vary from the range listed above. Regional benefits: Health care including medical, dental, and vision insurance 401k Plan with employer contribution

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More things you'll like about Bloomreach: Culture: A great deal of freedom and trust. At Bloomreach we don’t clock in and out, and we have neither corporate rules nor long approval processes. This freedom goes hand in hand with responsibility. We are interested in results from day one. We have defined our 5 values and the 10 underlying key behaviors that we strongly believe in. We can only succeed if everyone lives these behaviors day to day. We've embedded them in our processes like recruitment, onboarding, feedback, personal development, performance review and internal communication. We believe in flexible working hours to accommodate your working style. We work virtual-first with several Bloomreach Hubs available across three continents. We organize company events to experience the global spirit of the company and get excited about what's ahead. We encourage and support our employees to engage in volunteering activities - every Bloomreacher can take 5 paid days off to volunteer*. The Bloomreach Glassdoor page elaborates on our stellar 4.6/5 rating. The Bloomreach Comparably page Culture score is even higher at 4.9/5 Personal Development: We have a People Development Program - participating in personal development workshops on various topics run by experts from inside the company. We are continuously developing & updating competency maps for select functions. Our resident communication coach Ivo Večeřa is available to help navigate work-related communications & decision-making challenges.* Our managers are strongly encouraged to participate in the Leader Development Program to develop in the areas we consider essential for any leader. The program includes regular comprehensive feedback, consultations with a coach and follow-up check-ins. Bloomreachers utilize the $1,500 professional education budget on an annual basis to purchase education products (books, courses, certifications, etc.)* Well-being: The Employee Assistance Program -- with counselors -- is available for non-work-related challenges.* Subscription to Calm - sleep and meditation app.* We organize ‘DisConnect’ days where Bloomreachers globally enjoy one additional day off each quarter, allowing us to unwind together and focus on activities away from the screen with our loved ones. We facilitate sports, yoga, and meditation opportunities for each other. Extended parental leave up to 26 calendar weeks for Primary Caregivers.* Compensation: Restricted Stock Units or Stock Options are granted depending on a team member’s role, seniority, and location.* Everyone gets to participate in the company's success through the company performance bonus.* We offer an employee referral bonus of up to $3,000 paid out immediately after the new hire starts. We reward & celebrate work anniversaries -- Bloomversaries!* (*Subject to employment type. Interns are exempt from marked benefits, usually for the first 6 months.) Excited? Join us and transform the future of commerce experiences! If this position doesn't suit you, but you know someone who might be a great fit, share it - we will be very grateful! Any unsolicited resumes/candidate profiles submitted through our website or to personal email accounts of employees of Bloomreach are considered property of Bloomreach and are not subject to payment of agency fees. #LI-Remote