Sr. Technical Consultant

31 Minutes ago • 5-8 Years

Job Summary

Job Description

The Sr. Technical Consultant will work as a Shared Services Lead during customer implementation lifecycles, ensuring Cloud-related activities are completed by cross-functional teams to support implementation teams. This role involves proactively highlighting risks, escalating to leadership, and coordinating with internal stakeholders to resolve cases within SLA/OLA timelines. Responsibilities include building collaborative relationships, adhering to Cloud policies, providing status updates, and following up on technical issues. The consultant will also be involved in project coordination, liaison between project and support teams, and efficient management of technical upgrade projects. The ideal candidate will also need to work flexible hours. The role requires strong communication and escalation management skills, with a focus on improving operational efficiency and achieving high NPS/CSAT scores.
Must have:
  • Bachelor’s degree and 5-8 years experience in software development and support
  • Strong communication skills and escalation management skills
  • Knowledge of SaaS and Cloud
  • Knowledge of ITIL framework is preferable
  • Knowledge of ITIL framework is preferable
  • Knowledge of ITIL framework is preferable
Good to have:
  • Supply chain knowledge is an added advantage
  • Customer-facing skillset is preferred

Job Details

Blue Yonder Title:

  • Sr. Technical Consultant - Cloud

Other Comparable titles:

  • Associate Technical Account Advisor, Technical Account Advisor

Overview:

  • Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work
  • Seeking an astute individual that has a Supply chain background with the additional ability to be part of the customer success team to implement and support the implementation of the project, and deep knowledge of industry best practices, with the ability to implement them working with multiple cross functional teams

Scope:

Shared Services Lead role is key during a customer implementation lifecycle. Expectation from the role is to ensure all the Cloud related activities are completed by the respective Cross functional teams in the timely fashion to support the implementation teams. Proactively highlight risks and escalate to leadership to avoid delivery timeline delays.

What you’ll do:

  • Work closely with internal stakeholder to get the cases resolved within the SLA/OLA timelines;
  • Basic Knowledge on Cloud Azure and infrastructure concepts needed
  • Builds collaborative relationship with internal stakeholders and work with them proactively to get the issues fixed
  • Adhere to Cloud policies, procedures, methodologies, and quality standards.
  • Escalates issue that may have a impact
  • Work with Shift leads internally to resolve project issues, escalating to appropriate parties as needed.
  • Provides regular communication and status reporting with internal stakeholders and with customers
  • Keep Consulting informed about issues being worked/analyzed, providing frequent, and meaningful updates.
  • Follow up with internal teams to ensure their technical issues are resolved
  • Must be able to work flexible hours as needed including being available for off hours support
  • Knowledge of ITIL framework is preferable.

1)       Primary KPIs:

a)       Project Coordinator:
a. Coordinate with Cross Functional teams for timely resolution/turnaround time.
b. Liaison between Project and support teams for the seamless transition of the projects to the  Operations Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)
c.  Efficient management of the Technical upgrade projects with the customers

d.  Achieve NPS / CSAT scores of the Technical upgrades.

 

What we are looking for:

         Bachelor’s degree and minimum 5 - 8 years’ experience in Software development and support

         Candidate with customer facing skillset is preferred

         Strong communication skills and escalation management skills

·       Knowledge of ITIL framework is preferable

·       Supply chain knowledge is an added advantage

·       Knowledge of SaaS and Cloud

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.

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About The Company

We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise. Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential.™

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