Technical Account Advisor

hace 3 meses

Monterrey, México Blue Yonder A tiempo completo

Blue Yonder Title:

- Technical Account Advisor

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
- 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.

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