Manager, Technical Services

About the role

Bloomreach is seeking a Manager, Technical Services to lead the Technical Services team for the Americas. This team works closely with customers and internal stakeholders to deliver high-quality implementation and technical consulting services across Bloomreach products.

Responsibilities

• 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.
• 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.
• 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.

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.
• Able 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.

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.

Benefits

The base salary range for this position is $120,000-$150,000, plus bonus & RSU's. Regional benefits include health care, 401k Plan with employer contribution, and more.

Culture

• A great deal of freedom and trust.
• Defined 5 values and key behaviors.
• Flexible working hours.
• Virtual-first with several Bloomreach Hubs available across three continents.
• Company events to experience global spirit.
• Volunteering activities - 5 paid days off.
• Stellar 4.6/5 rating on Bloomreach Glassdoor page.
• 4.9/5 Culture score on Bloomreach Comparably page.

Personal Development

• People Development Program - personal development workshops.
• Communication coach Ivo Večeřa.
• Leader Development Program - comprehensive feedback, consultations with a coach, and follow-up check-ins.
• $1,500 professional education budget.

Well-being

• Employee Assistance Program with counselors.
• Subscription to Calm - sleep and meditation app.
• DisConnect days - additional day off each quarter.
• Sports, yoga, and meditation opportunities.
• Extended parental leave up to 26 calendar weeks for Primary Caregivers.