Associate Technical Account Advisor - TAM, Account Management, Customer Success, SaaS, ITIL

Scope:

• Core responsibilities to include maintain the system health, reviewing customer SLAs and conducting review meeting with customers, keeping a track of customer consumption and reporting to both internal and external stakeholders, contribute towards renewals and prevent customer attrition.

What you’ll do:

• Overall ownership of the customer.

• Produce and deliver monthly SLA reports to customers, and ensure SLA compliance.

• Ensure adherence to SaaS policies and procedures.

• Escalation management and identifying customer success plan.

• Supports and owns where necessary customer escalations based on escalation criteria:

• Potential financial implications for customer

• SLA breach due to critical severity cases

• Disruption to customer’s business, likely due to multiple open cases / high severity cases

• Significant impact to customer go-live / major milestone

• Potential impact to commercial negotiation

• On-site BY presence demanded by customer

• Involvement of C-level customer contacts

• Very low customer satisfaction

• Severity 1 issue

• Regular customer connects to review system health and open cases.

• Monitor and report consumption and adoption metrics.

• Maintain customer relationship and identify potential expansion opportunities.

• Work towards making the customer a referenceable contact.

What we are looking for:

• Bachelor's degree with 5 to 8 years of experience in supply chain domain and related technologies.

• Minimum 2 years' experience Technical Account Advisor role or similar role (e.g., customer support, account management, customer success).

• Candidate with customer facing skill set is preferred.

• Strong communication skills and escalation management skills.

• Knowledge of SaaS and Cloud.

• Experience managing critical customer issues with senior management.

• Supply chain knowledge is an added advantage.

• Ability to work with BY overseas offices in different time zones.

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.