Associate Technical Account Advisor - TAM/ITIL/Account Management/Customer Success

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

What you’ll 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 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 center 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 internal dept’s (Consulting, PD, Onboarding, Customer Support, etc.) for faster resolution of issues.
• Collaborate with 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 5 to 10 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 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