Technical Account Advisor

Job Title: Technical Account Advisor

About Blue Yonder:
Blue Yonder, a leader in digital supply chain transformation, offers AI-driven platforms for comprehensive supply chain management. The company provides innovative solutions for various industries, focusing on planning, execution, and omni-channel commerce.

Position Overview:
The Technical Account Advisor (TAA) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAAs 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.

What you'll do
- Customer Collaboration:

- Collaborate with the CSM to drive adoption and satisfaction.
- Create and own Customer Success Plans for relevant stakeholders.
- Produce and deliver monthly SLA reports to customers, ensuring SLA compliance.
- Provide proactive technical guidance for all Blue Yonder and customer IT projects.
- Prepare for and participate in business reviews.
- Service Management:

- Own inbound customer calls/case handling.
- Drive all service management activities (incidents, change requests, enhancement requests, root cause analysis, customizations, etc.).
- Manage the disaster recovery process and issue resolution.
- Ensure adherence to SaaS policies and procedures.
- Technical Collaboration:

- Collaborate & coordinate effectively with all Blue Yonder internal departments (Consulting, Product Development, Onboarding, Solutions, Service Management, etc.) for faster resolution of issues.
- Work with Cloud Onboarding Manager to track and approve transition from Implementation to Delivery.
- Provide technical and feature-specific advice.

Primary KPIs:
Customer Health:

- SLA performance management.
- Operational efficiency improvement (including time to resolve account or critical escalations, backlog management, etc.).

Customer Satisfaction:

- NPS/CSAT scores.
- Customer retention rate.
- Attrition and churn rates.

Advocacy:

- Percentage growth in reference-able customers.

Consumption Metrics:

- Overconsumption and underconsumption.

Secondary KPIs:
Adoption:

- Deployment, utilization, and value realization.

Commercial Growth:

- Annual recurring revenue (Base revenue + pricing + upsell and cross-sell revenue - churned revenue).
- Generating leads to help with upselling and cross-selling.

Key Responsibilities:

- Produce and deliver monthly SLA reports to customers, ensuring SLA compliance.
- Drive all service management activities including incidents, enhancements, and customizations.
- Collaborate with internal teams to resolve issues swiftly and efficiently.
- Own the disaster recovery process and manage issue resolution.
- Provide proactive technical guidance and technical/feature-specific advice to customers.
- Prepare for and participate in monthly or quarterly business reviews with stakeholders.

What We're Looking For:

- Proven experience in technical account management, preferably in SaaS environments.
- Strong understanding of supply chain management and SaaS solutions.
- Excellent communication and interpersonal skills, capable of working with diverse teams and stakeholders.
- Strong problem-solving and project management skills.
- Ability to manage multiple tasks in a fast-paced environment.
- Familiarity with Blue Yonder products or similar industry experience is a plus.
- Technical proficiency in support tools and methodologies.

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

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.