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 ente…