Technical Account Advisor Int

hace 6 días

Monterrey, México Blue Yonder A tiempo completo

Job Title: Technical Account Advisor Int

Overview:
The Technical Account Advisor Intermediate will work within the Cloud Services Team at Blue Yonder and will be responsible for providing technical support and guidance to customers to ensure the successful implementation and operation of our cloud-based products and services. This role will involve working closely with customers to understand their technical needs, troubleshoot any issues they may have, and provide guidance and support to ensure they are getting the most value out of our services.

Scope
- Work as part of a global team of 100+ TAMs (US, Mexico, EMEA, India)
- Act as a primary TAM for several accounts (number of accounts depend on complexity and ARR)
- Act as a primary point of contact for customer escalations (resolve and/or prevent)
- Work along with the triad to ensure that our customers are getting the benefit of using our products/services

Collaborate with the CSM 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 dept’s (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

Primary KPIs:
1. Customer Health:
SLA performance management

Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)

2. Customer Satisfaction: NPS / CSAT scores, % customer retention, attrition, and churn

3. Advocacy: % Growth in reference-able customers

Secondary KPIs:
1. Adoption: Deployment, utilization, and value realization

2. Commercial Growth

3. Annual recurring revenue(Base revenue + pricing + upsell and cross-sell revenue - churned revenue)

Generating leads to help with up-selling and cross-selling

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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