Customer Technology Manager

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Beginning in 2007 as the pioneer in gamification, Bunchball, a division of BI Worldwide, is now the industry-leading gamification platform and SaaS product that combines behavioral economics, big data and game mechanics to engage audiences and inspire loyalty that lasts.

Our dynamic team is seeking a Customer Technology Manager with technical aptitude and encompasses the traditional analyst skill set (communication, problem-solving, critical thinking, facilitation, project management, analysis and documentation). You'll maintain a direct relationship with a number of customers, each with unique use cases, making each day a different set of priorities. The ideal candidate will know how to refer to product documentation, stay organized and prioritize multiple deliverables. Familiarity with Rest APIs is a must and previous experience with enterprise software is extremely helpful.

Roles & Responsibilities:

• Gather and document business requirements for assigned projects.
• Participate in customer presentations as necessary, including ongoing account management.
• Liaison between the technical team, external customer, and Client Services.
• Maintain a close working relationship with internal product teams.
• Identify trends across customers and leverage your intimate product knowledge to assist with feature/function recommendations.
• Work with a cross-functional team to develop and execute plans to test and validate application setup.
• Work with the Delivery Manager to support, communicate and monitor project timelines.
• Lead and provide improvement recommendations on business processes.
• Train customers on the use of the Nitro product and studio admin.
• Work with the relevant technical teams to proactively handle customer configurations and recommend customer environment upgrades and add-ons.

Knowledge & Experience:

• 2+ years' business, project management, enterprise software experience, or relevant work experience onboarding new clients onto a SaaS platform.
• BS/BA in Computer Science, Management Information Systems or Business; highly preferred.
• Ability to analyze business problems both strategically and technically to prescribe optimal approaches to solving problems.
• Exceptional presentation skills and can speak comfortably and persuasively in front of multiple stakeholders at all levels of a customer organization.
• Ability to interact professionally with a diverse group, including customers, technical teams & executives and adding value at every interaction level.
• Technical skillet that includes troubleshooting bugs with a strong understanding of Rest APIs, JSON and associated tools to interact with the platform.
• Proficiency in Microsoft Office, especially Excel
• Proficiency in Jira and Zendesk preferred
• Experience, fluency and the ability to quickly learn software solutions
• Organization and time management skills.
• The ability to do creative image work is a plus.