What are the responsibilities and job description for the Technical Services Manager position at Rove iQ?
Technical Services Manager – RoveIQ
Location: Cincinnati, OH (Hybrid) | Reports to: COO
About RoveIQ
RoveIQ delivers interactive wayfinding and digital experience solutions across Healthcare, Retail, and Mixed-Use environments. Our platform combines software, hardware, and data to improve navigation, engagement, and operational efficiency.
The Role
We are seeking a service-oriented, highly organized Technical Services Manager to own the post-implementation customer experience. This role is the primary point of contact for clients and is responsible for ensuring successful adoption, ongoing support, and long-term satisfaction.
You will play a critical role in scaling our Service Operations, improving processes, and helping customers maximize the value of the RoveIQ platform.
What You’ll Do
- Serve as the primary contact for customers post-implementation
- Manage day-to-day support operations (software hardware connectivity)
- Ensure timely resolution of issues and maintain strong SLAs
- Proactively monitor usage and identify opportunities to improve performance and adoption
- Lead regular client check-ins and support long-term relationships
- Develop and refine processes, workflows, and best practices
- Partner with Product, Engineering, and Sales to resolve issues and support growth
- Track and report on key metrics (CSAT, response times, retention)
What We’re Looking For
- 3–7 years in Customer Success, Service Operations, or Technical Account Management
- Experience supporting SaaS platforms and/or hardware solutions
- Strong communication and relationship management skills
- Ability to manage multiple clients and priorities effectively
- Process-driven mindset with a focus on efficiency and scalability
- Proficiency in leveraging AI Tools
Bonus:
- Experience in Healthcare and Retail technology
- Familiarity with digital signage, wayfinding, or interactive solutions
- Experience with tools like Zendesk
What Success Looks Like
- High customer satisfaction and retention
- Faster response and resolution times
- Scalable, repeatable service processes
- Increased customer adoption and expansion opportunities
Why Join RoveIQ
- High-impact role with visibility across the organization
- Opportunity to help scale a growing technology company
- Work across software, hardware, and data-driven solutions
- Collaborative, entrepreneurial environment