Technical Manager, Customer Experience

What makes this role important at Ipsos?

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.

What you can expect to be doing:

The Technical Manager will provide support to a dynamic team of research professionals by helping configure data capture, analysis, and reporting systems and working with the research data that flows through those systems.

• 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

Training: Will provide training on relevant XM technologies (Qualtrics, Medallia)

This might be the job for you if you have:

• 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%

If you don't meet 100% of the requirements, we encourage all who feel they might be a fit for the opportunity to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization, not just the one you're applying to!

In accordance with NY/CO/CA/WA law, the estimated base salary range for this role is $82,000 to $90,000. Your final base salary will be determined based on several non-discriminatory factors which may include but are not limited to location, work experience, skills, knowledge, education and/or certifications.

What's in it for you:

At Ipsos you'll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy, and a strong collaborative culture.

To find out more about all the great reasons to work at Ipsos, how we're making an impact around the world, and more about our benefits and employee programs, please visit: Why Work at Ipsos | US

Commitment to Diversity

Ipsos recognizes the necessity of building an inclusive culture that values each employee's individuality and diverse perspectives. For more than 40 years, our mission has been to generate and analyze data about society, markets, brands, and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos' diverse employees who compile and analyze this data-they are the essence of who we are and what we do.

We are committed to providing equal opportunity to all employees, creating an environment that promotes inclusion, and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner, in line with code of best practices concerning diversity and inclusion, human rights, equality, and civility for every individual.

Ipsos is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability.

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