Technical Account Strategist

hace 5 días


Monterrey, Nuevo León, México Blue Yonder A tiempo completo
Job Title: Technical Account Strategist

Overview:

Job Summary: We are seeking a highly skilled Technical Account Strategist to join our Cloud Services Team at Blue Yonder. As a Technical Account Strategist, you will be responsible for providing technical guidance and support to our customers to ensure the successful implementation and operation of our cloud-based products and services.

Key Responsibilities:

  • Work closely with customers to understand their technical needs and provide guidance and support to ensure they are getting the most value out of our services.
  • Act as a primary point of contact for customer escalations and work with the triad to ensure that our customers are getting the benefit of using our products/services.
  • Collaborate with the Customer Success Manager to drive adoption and satisfaction.
  • Produce and deliver monthly SLA reports to customers, and ensure SLA compliance.
  • Ensure adherence to SaaS policies and procedures.
  • Own inbound customer calls / case handling.
  • Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.).
  • Own disaster recovery process and issue resolution.
  • Responsible for proactive technical guidance for all JDA and customer IT projects.
  • Create and own Customer Success Plans for relevant stakeholders.
  • Collaborate & coordinate effectively with all JDA internal departments (Consulting, PD, Onboarding, Solution, Service Management, etc.) for faster resolution of issues.
  • Collaborate with Cloud Onboarding Manager to track and approve transition from Implementation to Delivery.
  • Provide technical / feature-specific advice.
  • Prepare for and participate in business reviews.

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

Our Values:

We are committed to fostering an inclusive environment that values diversity, equality, and inclusion. Our core values are:

  • Diversity, Inclusion, Value & Equality (DIVE)

We are an equal opportunities employer and welcome applications from all qualified candidates.



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