Technical Account Advisor (Open to Remote)

Job Description

Title: Technical Account Advisor (Technical Account Manager)

Location: Scottsdale, AZ (preferred), Dallas, TX or Remote

Overview

Blue Yonder is a customer-focused, relentless work environment and in that spirit, we have transformed 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.

Scope of Work

The 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. The Technical Account Advisor (TAA) maintains ownership of the customer's BLUE YONDER SaaS solution environment and ensures timely and satisfactory resolutions of all technical and operational issues. As a member of the Blue Yonder Account Team, they support 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 to drive overall service delivery to success by keeping balance between customer's expectations and delivery realities
• Remain SaaS customer focused - owns tactical and operational activities, horizontally aligned
• 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
• 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
• 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

What we are looking for

• Bachelor's degree required with a focus in Business or Computer Science preferred
• Minimum 2 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

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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.