Technical Account Advisor

The Technical Account Manager (TAM) ensures timely and satisfactory resolution of technical and operational cases, maintaining ownership of the customer's Blue Yonder SaaS solution environment. They support Customer Success Managers in achieving customer satisfaction through service delivery planning and execution, driving service management activities, and providing proactive technical guidance for IT projects. The role involves collaboration with internal departments and participation in business reviews.

Must Have

• Ensure timely and satisfactory resolutions of all technical and operational cases.
• Maintain ownership of the customer Blue Yonder SaaS solution environment.
• Support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.
• Produce and deliver monthly SLA reports to customers, and ensure SLA compliance.
• Ensure adherence to SaaS policies and procedures.
• Own inbound customer calls / case handling.
• Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.).
• Own disaster recovery process and issue resolution.
• Responsible for proactive technical guidance for all Blue Yonder and customer IT projects.
• Create and own Customer Success Plans for relevant stakeholders.
• Collaborate & coordinate effectively with all Blue Yonder internal departments.
• Collaborate with Cloud Onboarding Manager to track and approve transition from Implementation to Delivery.
• Provide technical / feature-specific advice.
• Prepare for and participate in business reviews.

The Technical Account Manager (TAM) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAMs maintain ownership of the customer Blue Yonder SaaS solution environment. They support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.

• Collaborate with the CSM to drive adoption and satisfaction
• Produce and deliver monthly SLA reports to customers, and ensure SLA compliance*
• Ensure adherence to SaaS policies and procedures
• Own inbound customer calls / case handling
• Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.)
• Own disaster recovery process and issue resolution
• Responsible for proactive technical guidance for all Blue Yonder and customer IT projects
• Create and own Customer Success Plans for relevant stakeholders
• Collaborate & coordinate effectively with all Blue Yonder internal dept’s (Consulting, PD, Onboarding, Solution, Service Management, etc.) for faster resolution of issues
• Collaborate with Cloud Onboarding Manager to track and approve transition from Implementation to Delivery
• Provide technical / feature-specific advice
• Prepare for and participate in business reviews

Primary KPIs:

1. Customer Health:

• SLA performance management
• Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)

2. Customer Satisfaction: NPS / CSAT scores, % customer retention, attrition, and churn

3. Advocacy: % Growth in reference-able customers

Secondary KPIs:

1. Adoption: Deployment, utilization, and value realization

2. Commercial Growth

3. Annual recurring revenue(Base revenue + pricing + upsell and cross-sell revenue – churned revenue)

• Generating leads to help with up-selling and cross-selling

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.