Sr Technical Account Manager

Overview

BLUE YONDER is a customer-focused, relentless work environment and in that spirit, we are in the midst of transforming our service offering from a perpetual model to a SaaS model. In that effort, we are looking to grow our team of Technical Account Managers in the Customer Success Management Group. The Sr Technical Account Manager is responsible for establishing relationships with key IT and business stakeholders, ensuring both tactical execution against the SaaS engagement and appropriate focus on longer-term customer objectives. They maintain ownership of the customer's BLUE YONDER SaaS solution environment and ensure timely and satisfactory resolutions of all technical and operational issues. As a member of the BLUE YONDER account team, they collaborate with Customer Success Managers (CSMs) and Customer Executives (CEs) to ensure customer satisfaction through service delivery planning and execution.

What you'll do:

• Own a portfolio of enterprise customers
• Remains SaaS customer focused - owns tactical and operational activities, horizontally aligned
• Ensure adherence to SaaS policies and procedures
• Drive overall service delivery to success by keeping balance between customer's expectations and delivery realities
• Provide customer escalation management for service issues and involve internal departments as required. Develop remediation plans for resolving escalation and drive the tasks in the remediation plan to closure.
• Establish relationships with each customer that transcends the tactical delivery details, thus ensuring appropriate focus on longer-term customer objectives
• Understand new BLUE YONDER product releases, specific benefits to customer and work with account team to proactively position opportunities related to technical upgrades
• Serve as the primary point of contact for customer concerns relating to technical questions, issues or escalation and coordinate and drive resolution with BLUE YONDER Customer Support, consulting, sales, and product teams
• Align with internal account team (Customer Success Managers and Customer Executives) on key metrics and objectives for business reviews
• Identify potential new upsell/cross-sell opportunities to share with sales/renewals teams
• Work with Sales/Pre-Sales and deliver CRs and Enhancements proposals to customer and obtain sign-off
• Nurture Customer Reference status

Specific goals center on the following:

• Customer health measured by SLA performance and operational efficiency improvement (incl. time to resolve account escalations, case backlog, etc.)
• Customer satisfaction measured by NPS / CSAT scores, % customer retention and churn
• Advocacy: % Growth in reference-able customers
• Customer adoption of SaaS technology
• Customer SaaS solution expansion

Key activities include:

• Regular review of support cases to identify trends and proactively advocate customer needs/issues cross- departmentally
• Collaborate & coordinate effectively with all BLUE YONDER internal dept's (Consulting, PD, Onboarding, Customer Support, etc.) for faster resolution of issues
• Collaborate with BLUE YONDER Professional Services/3rd party implementation partners to track and approve transition from Implementation to Steady state phase
• Manage root cause analysis (identification & documentation) for service disruptions (Severity 1 incidents) by collaborating with service management and customer support teams
• Prepare and participate in Quarterly/Executive business reviews
• Collaborate with the CSM to drive adoption and satisfaction
• Understand the customer's implementation of BLUE YONDER solution
• Conduct periodic service reviews with customers (Provide SLA reports to customers and ensure SLA compliance)
• Secure customer approval concerning maintenance activities & timing

Qualifications

• Bachelor's degree required with a focus in Business or Computer Science preferred

• Minimum 5 years' experience Technical Account Manager role or similar role (e.g. customer support, account management, customer success)
• Experience in application & understanding of SaaS technology landscape
• Experience managing critical customer issues with senior management; good verbal and written communication
• Understand service management framework (e.g. ITIL)
• Strong project management & consultative skills
• Analytical and problem-solving skills; strong team player as well as a proactive individual contributor
• Extremely well-organized with an ability to work well under pressure
• Ability to travel within region up to 25% of the time to be on site with customers

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.