Technical Account Advisor Int

5 Months ago • 2 Years + • Account Management

Job Summary

Job Description

BlueYonder seeks a Technical Account Advisor to manage customer SaaS solutions, ensuring service delivery and satisfaction. Must have 2+ years of experience in technical advising and SaaS. Proficiency in English and Japanese is required.
Must have:
  • SaaS Experience
  • Technical Advisor
  • Service Management
  • Business English
Good to have:
  • ITIL Framework
  • Customer Support
  • Account Management
  • Problem Solving
Perks:
  • Customer Focused
  • Relentless Learning

Job Details

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

Diversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

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

Samsung Semiconductor - Product Marketing Manager, DRAM

Samsung Semiconductor

San Jose, California, United States (Hybrid)
4 Months ago
Nasdaq - Client Experience Analyst Intern - 2025 Summer Internship

Nasdaq

Atlanta, Georgia, United States (On-Site)
3 Months ago
Atomic Cartoons - CG FX Artist

Atomic Cartoons

Vancouver, British Columbia, Canada (Hybrid)
6 Months ago
Logitech - Oracle Supply Chain Analyst

Logitech

Chennai, Tamil Nadu, India (On-Site)
4 Months ago
ByteDance - Backend Software Engineer Graduate (Global E-commerce-US) - 2025 Start (BS/MS)

ByteDance

San Jose, California, United States (On-Site)
3 Months ago
growe - VIP Customer Support Representative

growe

Warsaw, Masovian Voivodeship, Poland (On-Site)
4 Months ago
EvoPlay - Key Account Manager

EvoPlay

Kyiv, Kyiv City, Ukraine (On-Site)
5 Months ago
Unity - Growth Partnership Manager

Unity

Seoul, South Korea (On-Site)
5 Months ago
Broadcom - Technical Adoption Manager

Broadcom

(Remote)
5 Months ago
Interactive Brokers - Application Service Group Associate

Interactive Brokers

Sydney, New South Wales, Australia (Hybrid)
4 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

paypal - Director, Sales Tech Strategy

paypal

Chicago, Illinois, United States (Hybrid)
4 Months ago
Rolls Royce - Execution Engineer (Malaysia)

Rolls Royce

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
4 Months ago
Activision - Principal Character Concept Artist - Treyarch (Los Angeles)

Activision

Los Angeles, California, United States (On-Site)
3 Months ago
SSC Technologies - Manager North America Account Management

SSC Technologies

Waltham, Massachusetts, United States (Hybrid)
4 Months ago
SSC Technologies - Associate Manager - Finance (Billing)

SSC Technologies

Mumbai, Maharashtra, India (On-Site)
5 Months ago
Youtooz - 2D Concept Artist (Temp Contract)

Youtooz

Buenos Aires, Buenos Aires, Argentina (On-Site)
6 Months ago
Visa - Advisory Services Intern 2025

Visa

Hong Kong, Hong Kong (On-Site)
4 Months ago
PwC - Senior Associate - Capital Project & Infrastructure

PwC

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
4 Months ago
Dream Game Studios - UX Researcher 3 (Qualitative)

Dream Game Studios

Mumbai, Maharashtra, India (On-Site)
5 Months ago
dentsu - Social Media Manager - Influencer Marketing (Project-Based)

dentsu

Makati, Metro Manila, Philippines (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Tokyo, Japan

Notion - Account Executive, Japan

Notion

Tokyo, Japan (On-Site)
4 Months ago
Autodesk - Technical Solutions Executive, AEC

Autodesk

Japan (Hybrid)
4 Months ago
GungHo Online Entertainment America, Inc. - Level Designer (レベルデザイナー)

GungHo Online Entertainment America, Inc.

Tokyo, Japan (On-Site)
7 Months ago
Ubisoft - Content Creators Manager Korea (W/M/NB)

Ubisoft

Tokyo, Japan (On-Site)
9 Months ago
workato - Senior Solutions Consultant

workato

Tokyo, Japan (On-Site)
4 Months ago
Keywords Studios (Player Support) - Norwegian Game Localization Testers

Keywords Studios (Player Support)

Suginami City, Tokyo, Japan (On-Site)
5 Months ago
Nagarro - Senior Staff Engineer, Java

Nagarro

Japan (Remote)
4 Months ago
UNSEEN Inc. - Senior DevOps Engineer シニア デブオプス エンジニア

UNSEEN Inc.

Tokyo, Japan (Hybrid)
4 Months ago

Get notifed when new similar jobs are uploaded

Account Management Jobs

paypal - Customer Success Manager

paypal

Mexico City, Mexico City, Mexico (Hybrid)
4 Months ago
EveryMatrix - Senior Account Manager

EveryMatrix

Bucharest, Bucharest, Romania (Hybrid)
4 Months ago
PwC - Accounts Payable with German

PwC

Bucharest, Bucharest, Romania (On-Site)
3 Months ago
SSC Technologies - Assistant Controller, Real Estate Fund Accounting / Private Equity Fund Accounting

SSC Technologies

Dallas, Texas, United States (Hybrid)
5 Months ago
PwC - Accounting and Transaction Advisory Senior Associate (Bilingual FR/EN)

PwC

Montreal, Quebec, Canada (On-Site)
4 Months ago
Autodesk - Manager, Revenue Accounting, M&A Accounting Operations

Autodesk

Colorado, United States (Remote)
5 Months ago
Fluence - Senior Accountant specialist

Fluence

Bengaluru, Karnataka, India (On-Site)
4 Months ago
Eneba Games - Accounting Team Lead

Eneba Games

Kaunas, Kaunas County, Lithuania (Remote)
7 Months ago
social discovery ventures - Partner Account Manager/Lead

social discovery ventures

Serbia (Remote)
4 Months ago
Broadcom - Technical Adoption Manager

Broadcom

(Remote)
5 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Bengaluru, Karnataka, India (On-Site)

Hyderabad, Telangana, India (On-Site)

Dallas, Texas, United States (On-Site)

Tokyo, Japan (On-Site)

Warsaw, Masovian Voivodeship, Poland (Hybrid)

Hyderabad, Telangana, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Monterrey, Nuevo Leon, Mexico (Remote)

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