Technical Account Specialist
hace 2 semanas
Job Overview:
We are seeking an experienced Technical Account Advisor to join our team at Blue Yonder. This role will be responsible for ensuring timely and satisfactory resolutions of all technical and operational cases.
Main Responsibilities:
The Associate Technical Account Advisor is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAMs maintain ownership of the customer Blue Yonder SaaS solution environment. They support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.
Key Performance Indicators (KPIs):
- Customer Health: SLA performance management 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:
- Adoption: Deployment, utilization, and value realization
- Commercial Growth 3. Annual recurring revenue (Base revenue + pricing + upsell and cross-sell revenue – churned revenue)
Requirements:
- Bachelor's degree and minimum 5 to 8 years of 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
Estimated Salary Range: $80,000 - $120,000 per annum based on location and experience.
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