Solutions Implementation Manager

2 weeks ago

Richmond, British Columbia, Canada PressReader Full time

Company Overview:

PressReader is a rapidly growing technology company that partners with leading publishers to deliver content globally.

We strive for digital distribution excellence, collaborating with prominent brands like The Washington Post and Vogue.

Salary: $72,000 - $75,000 per year

Job Description:

As a Technical Solutions Manager at PressReader, you will oversee the design, implementation, and optimization of technical solutions to meet business needs.

You will collaborate with stakeholders to troubleshoot issues, streamline processes through automation, and ensure effective technology use.

In this role, you will:

  • Ensure successful technical setup, deployment, and ongoing support for customers, managing timelines and expectations for timely delivery.
  • Identify, troubleshoot, and resolve technical issues, minimizing customer downtime and ensuring smooth experiences.
  • Collaborate with cross-functional teams to address customer issues, provide product enhancements, and improve internal processes.
  • Serve as the primary point of contact for B2B inquiries and escalated support cases.
  • Lead and mentor a team of technical support analysts, ensuring high-quality customer service and timely issue resolution.
  • Monitor support queues, responding professionally to customer inquiries.
  • Maintain a comprehensive knowledge base for complex implementations and document common issues and solutions.
  • Manage escalations, collaborating with internal teams to resolve critical service-impacting issues.
  • Track and document customer activity, support cases, and product feedback in the CRM system.
  • Perform product integration check-ups, assist with configurations/installations, and support account maintenance.
  • Identify at-risk customers or data sets, collaborating with internal teams to mitigate risks.
  • Participate in product testing, review bug reports, and provide actionable insights for improvements.
  • Foster collaboration between remote and internal teams to optimize IT systems and processes.
  • Support recruitment and training of new team members, conduct performance evaluations, and provide mentorship.
  • Document feature requests, bugs, and other product issues for QA and Product teams.

Required Skills and Qualifications:

We are looking for a candidate with:

  • 3+ years of experience in Technical Solutions Management.
  • Expertise in CRM and SaaS platforms.
  • Excellent troubleshooting skills.
  • A collaborative mindset and strong team spirit.
  • A passion for automating manual processes.
  • Exceptional interpersonal skills.
  • The ability to adapt while maintaining clear boundaries.
  • A keen eye for detail and effective prioritization.

Benefits:

We offer a hybrid work environment, balancing flexibility and collaboration. This position requires on-premises presence two days a week, with opportunities to work remotely when not in the office.

We provide a 100% employer-paid health, dental, and vision benefit plan, 15 paid vacation days to start, health and wellness days, bereavement days, reimbursements for professional training, fitness subsidy, and more.

We are committed to creating an equitable, inclusive, and diverse company, welcoming applicants of all backgrounds and encouraging those who don't see themselves fully reflected in every job requirement to apply.

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