Customer Success Advisor

Key responsibilities of this role include but not limited to:

·       Drive customer success strategies into their customers so achieving adoption and expertise within Blue Yonder solutions

·       Serve as primary point of contact for any non-commercial relations and general escalation management 

·       Monitor and drive adoption metrics (i.e. deployment, utilization, and value realization) 

·       Understand customers’ industry and business processes

·       Own strategic customer account meetings and regular check-ins

·       Develop and manage a long-term adoption and value realization plan for each customer

·       Assess customer engagement by evaluating ongoing customer satisfaction and tracking NPS

·       Provide value-added recommendations to customers on industry trends and best practices

·       Build and maintain relationships with key C Level customer sponsors

·       Lead, schedule, and prepare for business reviews with Blue Yonder stakeholders 

·       Serve as a customer advocate in driving industry and Blue Yonder best practices 

·       Perform business development within their accounts identifying cross-selling, and up-selling opportunities

·       Identify strategic risks and drive resolution

Specific goals center on the following:

·       Customer adoption of SaaS technology

·       Customer reference-ability including speaking at Blue Yonder events, case studies etc.

·       Customer SaaS solution expansion

·       Driving value for clients via specific QBR/EBRs leveraging Value based metrics of clients SaaS solutions

·       Offer thought leadership and domain expertise to help customers with Value realization

Key activities include:

·       Communicate with senior executives at strategic accounts

·       Develop customer success roadmap

·       Conduct scheduled customer check-ins

·       Drive periodic business reviews 

·       Monitor customer performance and relationships

·       Establish role as trusted advisor

·       Liaise with Blue Yonder internal resources as required

·       Facilitate value baselining and tracking

·       Curate for their customers appropriate product and industry information, and relevant Blue Yonder news

·       Oversee customer success value metrics workshops

What we are looking for:

·       At least 5 years’ experience in consulting, professional services, implementation, customer success management, or account management or in industry required

·       Knowledge and experience in supply chain domain required

·       Customer facing experience required

·       Ability to travel within EMEA up to 20% of the time to be onsite with customers

·       Excellent written and verbal communication & presentation skills

·       Strong negotiation and stakeholder management skills 

·       Experience in interacting with C-Suite Executives required

·       Ability to work in a fast-paced, entrepreneurial, results-oriented culture

·       Data-driven with a commitment to drive/track consistent engagement process

·       Strong business and analytical acumen

·       Knowledge and understanding of SaaS technology landscape

·       Degree standard qualification