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Blue Yonder
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Technical Account Advisor Int

Technical Account Advisor Int

Blue Yonder

9 - 12 years

8 - 13 Lacs

Bengaluru

Posted:13 hours ago| Platform:

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Skills Required

Supply chain Service management Project management Analytical Consulting Customer retention Presales Account management Customer support Operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Blue Yonder Title:

Technical Account Advisor Int

Other Comparable titles:

Technical Account Manager, Sr Technical Account Manager

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 customers 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

Our current technical environment:

N/A

What you will 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 BY 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 centre 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 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 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:

Bachelors degree with 9 to 12 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 BY 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

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 oursFind out here: Core Values

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