Technical Account Advisor

Overview:

At BlueYonder we are customer-focused, results-driven, and have a relentless spirit for learning. We are in the midst of transforming our service offering from an on-premise model to a SaaS model. We are looking to grow our team of Technical Account Advisors in our Customer Success Management group. 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.

顧客のオペレーションのニーズ、テクニカル面の課題深堀、それらの課題解決に向けたプラン策定と実行。

SaaSにおけるSLA(サービス・レベル・アグリーメント)の内容の維持（毎月SLA会議実施）。

顧客の期待度と、実現可能性のバランスを取り、サービスデリバリーの成功に導く。

必須要件

• SaaS経験者・最低2年のテクニカルアドバイザー経験・サービスマネジメントフレームワークの理解。
• ビジネス英会話（TOEIC730点以上）。

What you’ll do:

• 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.
• 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 an appropriate focus on longer-term customer objectives.
• Understand new BY product releases, specific benefits to customer and work with the account team to proactively position opportunities related to technical upgrades.
• 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.

Specific goals centre on the following:

• Customer satisfaction & health measured by SLA performance, NPS/CSAT scores, and % customer retention.
• Conduct periodic service reviews with customers (Provide SLA reports to customers and ensure SLA compliance).
• 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 a steady state phase.
• Lead Customer Escalations in the region as directed by the management.

What we are looking for:

• Fluent in Japanese and English (both Written and Verbal).
• Bachelor's degree required with a focus in Business or Computer Science preferred.
• 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).
• Ability to work with BY overseas offices in different time zones.
• Analytical and problem-solving skills; strong team player as well as a proactive individual contributor.

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.