Technical Account Advisor Job in Blue Yonder

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 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 BY 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 Primary KPIs: Customer Health: a. SLA performance management b. Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.) Customer Satisfaction: NPS / CSAT scores, % customer retention, attrition, and churn Advocacy: % Growth in reference-able customers Secondary KPIs: 1. Adoption and Consumption 2. Commercial Growth 3. Annual recurring revenue(Base revenue + pricing + upsell and cross-sell revenue churned revenue) Generating leads to help with up-selling and cross-selling