Sr. Customer Technology Manager

At BI WORLDWIDE, we are committed to creating belongingness, where D&I is a priority. We invite you to join us as we continue to expand our culture of inclusivity, collaboration, and authenticity together.

The Technology Solutions Group (TSG) is seeking interest and preferrals for a Senior Customer Technology Manager (Sr. CTM).

The Sr. CTM serves as the technology leader and trusted advisor for strategic customer accounts. This role is responsible for the successful delivery, operation, and evolution of BI WORLDWIDE's SaaS solutions while leading cross-functional efforts across Client Services, Operations, Products, Engineering, QA, and Security.

The ideal candidate combines strong technical aptitude, operational leadership, and customer relationship skills to drive business outcomes, manage risk, and ensure exceptional service delivery.

Responsibilities

• Serve as the primary technology contact and trusted advisor for assigned customer accounts.
• Lead cross-functional teams through solution design, implementation, enhancement, and ongoing support.
• Partner with customers and internal stakeholders to define technology strategy, incentives, priorities, timelines, and roadmaps.
• Manage project scope, budgets, timelines, risks, and resource coordination.
• Oversee production support, incident management, issue resolution, and root cause analysis.
• Drive requirements gathering, solution design, and documentation of business and technical needs.
• Ensure adherence to security, privacy, compliance, and data governance standards.
• Provide director-level communication, status reporting, and escalation management.
• Identify opportunities for automation, operational efficiencies, platform improvements, and revenue growth.
• Present recommendations, technical solutions, and business impacts to customers and internal leadership.

Qualifications

• 7+ years of experience leading customer-facing technology, SaaS, or application delivery initiatives.
• Strong understanding of web applications, databases, integrations, APIs, and software development processes.
• Experience leading large cross-functional teams and influencing stakeholders without direct authority.
• Proven ability to manage multiple complex initiatives while balancing scope, budget, timelines, and quality.
• Strong customer-facing communication and presentation skills, including experience with executive audiences.
• Experience supporting production environments and managing operational risk.
• Excellent organizational, analytical, and problem-solving skills.
• Ability to thrive in a fast-paced environment while managing multiple priorities.

What Success Looks Like

• Acts as the quarterback for technology delivery, operations, and customer engagement.
• Builds trusted relationships with customers and internal stakeholders.
• Delivers high-quality solutions while maintaining operational stability.
• Drives innovation, efficiency, and business growth opportunities.
• Demonstrates accountability, leadership, and ownership from project inception through ongoing support.