IN-Technical Account Advisor Int @ Blue Yonder

Overview:

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:

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 10 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