Dirección Job Description
Blue Yonder Title:
Technical Account Advisor - Int
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 strong technical foundation along with excellent communication and customer facing skills who can help in maintaining relationships with our customers, addressing their technical needs as well as finding opportunities for expanding client database
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
What you’ll do:
Overall ownership of the customer
Produce and deliver monthly SLA reports to customers, and ensure SLA compliance
Ensure adherence to SaaS policies and procedures
Escalation management and identifying customer success plan
Supports and owns where necessary customer escalations based on escalation criteria:
- Potential financial implications for customer
- SLA breach due to critical severity cases
- Disruption to customer’s business, likely due to multiple open cases / high severity cases
- Significant impact to customer go-live / major milestone
- Potential impact to commercial negotiation
- On-site JDA presence demanded by customer
- Involvement of C-level customer contacts
- Very low customer satisfaction
- Severity 1 issue
Regular customer connects to review system health and open cases
Monitor and report consumption and adoption metrics
Maintain customer relationship and identify potential expansion opportunities
Work towards making the customer a referenceable contact
What we are looking for:
Bachelor’s degree and minimum 7 to 8 years’ experience in Software development
Candidate with customer facing skillset is preferred
Strong communication skills and escalation management skills
Knowledge of SaaS and Cloud
Supply chain knowledge is an added advantage
#LI-Remote
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
Diversity, Inclusion, Value & Equality (DIVE)
is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report
which outlines our commitment to change, and our video
celebrating the differences in all of us in the words of some of our associates from around the world. 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.
