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 will do:
- Own a portfolio of enterprise customers
- Understand the customer operational needs, technical challenges and develop plans to address them
- Ensure adherence to SaaS policies and procedures
- Drive overall service delivery to success by keeping a 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 BY 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 BY 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 Enhancement proposals to customer and obtain sign-off
- Nurture Customer Reference status
- Internal and external stakeholder management
- Specific goals centre on the following:
- Customer satisfaction & health measured by SLA performance, NPS/CSAT scores and % customer retention
- Advocacy: % Growth in reference-able customers
- Customer adoption of existing SaaS solution and expansion of the solution footprint
- Work proactively with assigned customers on continuous improvement areas and advocate customer needs/issues cross- departmentally
- Provide feedbacks into Product management groups based on customer interactions and feedbacks
- Collaborate & coordinate effectively with all BY internal dept’s (Consulting, PD, Onboarding, Customer Support, etc.) for faster resolution of issues
- Collaborate with BY Professional Services/3rd party implementation partners to track and approve transition from Implementation to Steady state phase
- Prepare and participate in Quarterly/Executive business reviews
- Collaborate with the CSM to drive adoption and satisfaction
- Conduct periodic service reviews with customers (Provide SLA reports to customers and ensure SLA compliance)
- Lead Customer Escalations in the region as directed by the management
- Should be able to mentor other team members on TAM roles and responsibilities
What we are looking for:
- Bachelor's degree with 12 to 15 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)
- Experience in application & understanding of SaaS technology landscape
- Retail, Supply Chain or Logistics knowledge is necessary
- 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
- Ability to work with BY overseas offices in different time zones
- Analytical and problem-solving skills; dedicated team player as well as a proactive individual contributor
- Extremely well-organized with an ability to work well under pressure
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.
Skills Required
- Bachelor's degree with 12 to 15 years of experience in supply chain domain and related technologies
- Minimum 2 years' experience in Technical Account Advisor or similar role (customer support, account management, customer success)
- Experience in application and understanding of SaaS technology landscape
- Retail, Supply Chain or Logistics domain knowledge
- Experience managing critical customer issues with senior management; strong verbal and written communication
- Understanding of service management frameworks (e.g., ITIL)
- Strong project management and consultative skills
- Ability to work with overseas offices across different time zones
- Analytical and problem-solving skills; proactive individual contributor and team player
- Extremely well-organized with an ability to work well under pressure
Blue Yonder Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Blue Yonder and has not been reviewed or approved by Blue Yonder.
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Leave & Time Off Breadth — PTO is described as generous or “unlimited” in the U.S., alongside paid holidays, sick time, and two paid volunteer days. These policies are often highlighted as strengths that support work–life balance.
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Flexible Benefits — Remote-work options and flexible arrangements are emphasized as part of the package. This flexibility is valued alongside compensation and can help offset middling pay for some roles.
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Healthcare Strength — Medical, dental, and vision coverage are provided, with mental health/EAP support and HSA/FSA options referenced. These core coverages are portrayed as solid and comprehensive.
Blue Yonder Insights
What We Do
Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential Blue Yonder’s tagline “Fulfill Your Potential” reflects the company’s mission to empower every organization and person on the planet to fulfill their potential. Each day, our global teams of associates and business partners work together to accelerate global economic growth, increase sustainability and prosperity with a Sonoran Spirit.
