Technical Account Advisor

Role Overview: You will be joining a leading AI-driven Global Supply Chain Solutions Software Product Company, recognized as one of Glassdoor's Best Places to Work. As a Technical Account Advisor, you will play a crucial role in the company's transformation to a SaaS model by establishing relationships with key IT and business stakeholders. Your responsibilities will include maintaining the customer's BY SaaS solution environment, ensuring timely resolution of technical and operational issues, and collaborating with Customer Success Managers and Customer Executives to drive customer satisfaction. Key Responsibilities: - Own a portfolio of enterprise customers and understand their operational needs and technical challenges. - Ensure adherence to SaaS policies and procedures and drive overall service delivery success. - Provide customer escalation management for service issues and develop remediation plans for issue resolution. - Establish relationships with customers to focus on longer-term objectives and identify upsell/cross-sell opportunities. - Collaborate with internal teams to drive customer adoption, satisfaction, and health measured by SLA performance, NPS/CSAT scores, and customer retention. - Work with Sales/Pre-Sales to deliver CRs and Enhancement proposals, nurture Customer Reference status, and participate in Quarterly/Executive business reviews. Qualifications Required: - Bachelor's degree with 5 to 10 years of experience in the supply chain domain and related technologies. - Minimum 2 years" experience in a Technical Account Advisor role or similar (e.g., customer support, account management, customer success). - Experience in SaaS technology landscape and managing critical customer issues with senior management. - Understanding of 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, and well-organized with the ability to work under pressure.,