Technical Account Advisor

1 Month ago • 2-12 Years • Account Management

Job Summary

Job Description

Blue Yonder, an AI-driven Global Supply Chain Solutions Software Product Company, is seeking Technical Account Advisors to join their team. The role involves establishing relationships with key IT and business stakeholders, ensuring execution against SaaS engagements, and focusing on long-term customer objectives. Responsibilities include maintaining system health, reviewing customer SLAs, managing consumption, contributing to renewals, and preventing customer attrition. The Technical Account Advisor will own a portfolio of enterprise customers, understand their operational needs and technical challenges, and develop plans to address them. They will provide customer escalation management, develop remediation plans, and serve as the primary technical contact for customer concerns. This role collaborates with Customer Success Managers and Customer Executives to ensure customer satisfaction and drives overall service delivery success. Additionally, the advisor will work with new product releases, identify upsell/cross-sell opportunities, and nurture customer reference status.
Must have:
  • Own a portfolio of enterprise customers
  • Understand customer needs and challenges
  • Ensure adherence to SaaS policies
  • Provide customer escalation management
  • Establish long-term customer relationships
  • Serve as primary technical contact
  • Align with internal account teams
  • Identify upsell/cross-sell opportunities
  • Nurture Customer Reference status
  • Bachelor's degree with 9-12 years experience
  • Minimum 2 years Technical Account Advisor experience
  • Experience with SaaS technology
  • Experience managing critical customer issues
  • Understanding of ITIL framework
  • Strong project management skills
  • Analytical and problem-solving skills
  • Work well under pressure
Good to have:
  • Experience in supply chain domain and related technologies
  • Good verbal and written communication
  • Consultative skills
  • Ability to work with overseas offices
  • Proactive individual contributor
  • Well-organized

Job Details

Blue Yonder Title:

  • Technical Account Advisor Int

Other Comparable titles:

  • Technical Account Manager, Sr Technical Account Manager

Overview:

  • Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work
  • At Blue Yonder we are customer-focused, results driven and have a relentless spirit for learning. We are during transforming our service offering from a on-premise model to a SaaS model. We are looking to grow our team of Technical Account Advisors. The Technical Account Advisor is responsible for establishing relationships with key IT and business stakeholders, ensuring both execution against the SaaS engagement and appropriate focus on longer-term customer objectives and value. They maintain ownership of the customer's BY SaaS solution environment and ensure timely and satisfactory resolutions of all technical and operational issues. As a member of the BY account team, they collaborate with Customer Success Managers (CSMs) and Customer Executives (CEs) to ensure customer satisfaction through service delivery planning and execution.

Scope:

  • Core responsibilities to include maintain the system health, reviewing customer SLAs and conducting review meeting with customers, keeping a track of customer consumption and reporting to both internal and external stakeholders, contribute towards renewals and prevent customer attrition

Our current technical environment:

N/A

What you will do:

  • Own a portfolio of enterprise customers
  • Understand the customer operational needs, technical challenges and develop plans to address them
  • Ensure adherence to SaaS policies and procedures
  • Drive overall service delivery to success by keeping a balance between customer’s expectations and delivery realities
  • Provide customer escalation management for service issues and involve internal departments as required. Develop remediation plans for resolving escalation and drive the tasks in the remediation plan to closure.
  • Establish relationships with each customer that transcends the tactical delivery details, thus ensuring appropriate focus on longer-term customer objectives
  • Understand new BY product releases, specific benefits to customer and work with account team to proactively position opportunities related to technical upgrades
  • Serve as the primary point of contact for customer concerns relating to technical questions, issues or escalation and coordinate and drive resolution with BY Customer Support, consulting, sales, and product teams
  • Align with internal account team (Customer Success Managers and Customer Executives) on key metrics and objectives for business reviews
  • Identify potential new upsell/cross-sell opportunities to share with sales/renewals teams
  • Work with Sales/Pre-Sales and deliver CRs and Enhancement proposals to customer and obtain sign-off
  • Nurture Customer Reference status

Specific goals centre on the following: 

  • Customer satisfaction & health measured by SLA performance, NPS/CSAT scores and % customer retention 
  • Advocacy: % Growth in reference-able customers 
  • Customer adoption of existing SaaS solution and expansion of the solution footprint 
  • Work proactively with assigned customers on continuous improvement areas and advocate customer needs/issues cross- departmentally 
  • Collaborate & coordinate effectively with all BY internal dept’s (Consulting, PD, Onboarding, Customer Support, etc.) for faster resolution of issues 
  • Collaborate with BY Professional Services/3rd party implementation partners to track and approve transition from Implementation to Steady state phase 
  • Prepare and participate in Quarterly/Executive business reviews 
  • Collaborate with the CSM to drive adoption and satisfaction 
  • Conduct periodic service reviews with customers (Provide SLA reports to customers and ensure SLA compliance)
  • Lead Customer Escalations in the region as directed by the management

What we are looking for:

  • Bachelor's degree with 9 to 12 years of experience in supply chain domain and related technologies.
  • Minimum 2 years' experience Technical Account Advisor role or similar role (e.g., customer support, account management, customer success)
  • Experience in application & understanding of SaaS technology landscape
  • Experience managing critical customer issues with senior management; good verbal and written communication
  • Understand service management framework (e.g., ITIL)
  • Strong project management & consultative skills
  • Ability to work with BY overseas offices in different time zones
  • Analytical and problem-solving skills; dedicated team player as well as a proactive individual contributor
  • Extremely well-organized with an ability to work well under pressure

Our Values


If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Similar Jobs

Flexra Software - Senior Salesforce Developer

Flexra Software

India (Hybrid)
3 Months ago
deel. - Senior Backend Engineer, Node.js + AWS

deel.

Kenya (Remote)
3 Weeks ago
AiDash - Software Development Engineer in Test II Platform

AiDash

Gurugram, India (Hybrid)
2 Months ago
Axon - Senior Enterprise Account Executive

Axon

Seattle, Washington, United States (Remote)
6 Months ago
CyberArk - Senior Account Executive

CyberArk

Sweden (On-Site)
2 Months ago
Figma - Account Executive, Small and Medium Business

Figma

San Francisco, California, United States (Hybrid)
2 Months ago
Notion - Account Executive, Mid-Market

Notion

New York, United States (On-Site)
3 Months ago
ElevenLabs - Enterprise Account Executive - Brazil

ElevenLabs

Brazil (Remote)
1 Month ago
sitetracker - Enterprise Account Manager

sitetracker

United States (Remote)
2 Months ago
Boomi  - Senior Partner Account Manager, Workday

Boomi

United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Ion - Cloud Engineer/Architect (DevOps)

Ion

London, England, United Kingdom (On-Site)
10 Months ago
Revenera - Customer Success Manager

Revenera

United States (Hybrid)
1 Month ago
Figma - Account Executive, Mid-Market

Figma

United States (Remote)
4 Weeks ago
Wind River - Senior Engineer - Technical Support

Wind River

Galați, Județul Galați, Romania (On-Site)
1 Month ago
Cognite - Senior Content Designer

Cognite

Phoenix, Arizona, United States (Hybrid)
1 Month ago
Axel springer - Expert Lead B2B Marketing

Axel springer

Berlin, Berlin, Germany (On-Site)
1 Month ago
Harvey - Enterprise Account Executive, APAC

Harvey

Sydney, New South Wales, Australia (Hybrid)
4 Weeks ago
ChainGuard - Enterprise Account Executive - Middle East

ChainGuard

United Kingdom (Remote)
1 Month ago
gitlab - Multinational Tax Analyst

gitlab

India (Remote)
3 Weeks ago
Safe security - Sales Development Representative

Safe security

New York, United States (On-Site)
10 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Bengaluru, Karnataka, India

GHX - Customer Support Analyst III

GHX

Hyderabad, Telangana, India (On-Site)
1 Month ago
Barracuda - Manager Business Application

Barracuda

Bengaluru, Karnataka, India (Hybrid)
3 Months ago
Ajmera Infotech - Manual QA Engineer – Ensure Compliance in Life-Critical Systems

Ajmera Infotech

Ahmedabad, Gujarat, India (On-Site)
2 Months ago
PhonePe - Area Sales Manager - Nilgiris

PhonePe

India (On-Site)
3 Months ago
Interactive Brokers - Client Services Representative - International Process - BPO

Interactive Brokers

Mumbai, Maharashtra, India (On-Site)
10 Months ago
Qualcomm - CPU Performance & Power Analyst/Staff Engineer

Qualcomm

Bengaluru, Karnataka, India (On-Site)
3 Months ago
Toast - Senior Software Engineering Manager

Toast

Bengaluru, Karnataka, India (Hybrid)
2 Months ago
Trek - QA Engineer - Manual

Trek

Haryana, India (On-Site)
6 Months ago
Addepar - Sr. Software Data Engineer

Addepar

Pune, Maharashtra, India (Hybrid)
3 Weeks ago
Morning Star - Associate Business Intelligence Analyst

Morning Star

Mumbai, Maharashtra, India (Hybrid)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Account Management Jobs

Oliver Agency - Senior Account Manager

Oliver Agency

Mumbai, Maharashtra, India (Hybrid)
3 Weeks ago
ReStream - Account Executive

ReStream

Austin, Texas, United States (On-Site)
1 Month ago
Daxko - Key Account Executive

Daxko

Birmingham, Alabama, United States (Remote)
3 Months ago
bytedance - Account Management, FMCG, Food & Beverages (Philippines E-Commerce)

bytedance

Taguig, Metro Manila, Philippines (On-Site)
3 Months ago
Canonical - Systems & Controls Accountant

Canonical

(Remote)
3 Months ago
Western Digital - Financial Accountant, Global Finance Operations

Western Digital

Biñan, Calabarzon, Philippines (On-Site)
3 Weeks ago
Saviynt - Staff Accountant

Saviynt

Bengaluru, Karnataka, India (Hybrid)
5 Months ago
Toast - Territory Account Executive

Toast

New Orleans, Louisiana, United States (On-Site)
2 Months ago
Calix - Senior Technical Account Manager - West Region

Calix

United States (On-Site)
1 Month ago
GoMotive - SMB Account Executive - Outbound Sales

GoMotive

Islamabad, Islamabad Capital Territory, Pakistan (Remote)
3 Months ago

Get notifed when new similar jobs are uploaded

About The Company

We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise. Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential.™

Dallas, Texas, United States (Remote)

Dallas, Texas, United States (Hybrid)

Dallas, Texas, United States (Remote)

Dallas, Texas, United States (Remote)

Dallas, Texas, United States (On-Site)

Bengaluru, Karnataka, India (On-Site)

Dallas, Texas, United States (Remote)

Hyderabad, Telangana, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

View All Jobs

Get notified when new jobs are added by Blue Yonder

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug