Technical Manager, Customer Experience

Ipsos • Chicago, IL

69d • $82,000 - $90,000

About The Position

Our Customer Experience service line specializes in all matters relating to measuring, managing and improving customer relationships and the overall customer experience. We help our clients manage the experiences they deliver in a way that maximizes the value of both customers and employees to their organization. The Technical Manager role is a key role in the CX organization as we expand and grow our advisory, analytics, and technology focused portfolio of offerings and services. This role is intended to be a hybrid between a traditional solutions consultant and a client services role to help us in scoping, planning and providing guidance to our clients as they embark on CX programs that have technology platforms at the core of the solution. They translate a customer's needs into a solution-oriented vision and technical architecture that can be executed by our consulting organization. They will have a portfolio of clients, as well as training responsibilities. The Technical Manager must have a strong desire and ability to leverage both technical and client service skills while playing a key role from client onboarding through implementation as well as ongoing client success.

Requirements

• Bachelor's Degree in Business, Computer Science, Information Systems/Technology, or a related field
• 4-7+ years in Professional Services or Management Consulting with experience in delivering product or technology-based projects for large enterprises.
• Proven ability to employ a consulting approach with clients; effectively communicating technical concepts across varying backgrounds and skill levels with excellent verbal and written skills.
• Passionate about solving business and technology problems, demonstrating progressive technology understanding, platform configuration capabilities, and familiarity with CXM platforms like Qualtrics or Medallia.
• Proven track record of meticulous attention to detail, working independently and within teams, for high-quality outputs and client management.
• Strong ability to identify business problems, understand customer needs, manage client expectations, and demonstrate accountability and forward-thinking.
• Open to travel as-needed; estimated 0-20%

Responsibilities

• Translate customer needs into a solution-oriented vision and technical architecture, directly engaging with clients from onboarding through implementation and ongoing success.
• Lead the design, development, and maintenance of SAAS computer programs, including innovation and implementation of efficient solutions for both internal teams and external clients.
• Configure data capture, analysis, and reporting systems, while collaborating with the client service team to provide proactive guidance concerning project design and platform implications.
• Develop comprehensive project plans, allocate resources effectively, and oversee account team hours, ensuring all tasks align with project expectations and business needs.
• Provide technical support, test and debug existing programs, and effectively anticipate and resolve complex project issues, offering timely advice on decisions regarding timing and technical considerations.
• Document and maintain technical project work plans, proactively seeking improvement opportunities and applying advanced CX best practices
• Will provide training on relevant XM technologies (Qualtrics, Medallia)

Benefits

• Career Development
• an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits)
• a flexible workplace policy
• a strong collaborative culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 5,001-10,000 employees