Customer Success Manager

hace 3 semanas

Monterrey, Nuevo León, México Blue Yonder A tiempo completo

Blue Yonder Title: Customer Success Advisor Intermediate

Overview

We partner with our customers to ensure they are maximizing value from their Blue Yonder products. You'll develop a deep understanding of the business operations and challenges of your assigned customers, understanding them in the context of their industry. You will be building long-term relationships with both IT and business stakeholders, supporting them through their entire Blue Yonder journey. Internally, you will represent the voice of the customer, you will be a key member of the core account team, along with the Account Manager and Technical Account Manager. If you enjoy driving real value, working collaboratively both internally and externally, in an energized and growing team, this role is for you.

What you'll do

  1. Collaborating to create and deliver to account plans across your assigned accounts
  2. Partner internally with wider account team to identify areas of potential cross-sell and upsell opportunities and ensure non-event renewals
  3. Build relationships with key stakeholders in the customer's organization to enable a great customer experience and capture any concerns
  4. Keeping in tune with sub-industry trends and events that can enable you to effectively connect with your customers, understand their challenges, concerns and opportunities
  5. Understand BY products and recognize how they can be used to solve problems and create value for your customers
  6. Conduct periodic business reviews to drive adoption and value with your customers
  7. Delivering and communicating ROI for your customers, both internally and externally, throughout the customer life cycle
  8. Act as the internal customer advocate within BY working various cross-functional teams
  9. Follow internal processes to improve Customer's Satisfaction, Increase retention, Risk Mitigation
  10. Nurture Customer Reference status and drive reference activities
  11. Coordinate with Sales team to identify and support cross-sell/up-sell opportunities that will allow customers to unlock further value through BY
  12. Oversee customer escalations for BY related matters involving Value, Consumption and Adoption and liaise with internal organizations as required
  13. Serve as an important source for information regarding the customer's business needs and provide customer feedback to Product Management, Sales, and Marketing

What we are looking for

  1. 2+ years of experience in a customer success, customer support, or account management role
  2. Strong understanding of cloud-based technology and services
  3. Excellent communication and interpersonal skills, with a customer-centric approach
  4. Proven ability to troubleshoot and problem-solve
  5. Strong attention to detail and ability to multitask
  6. Ability to work independently and in a team environment
  7. Strong organizational skills and ability to prioritize tasks

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 & Equity (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.

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