Technical Account Advisor

Job Profile - Technical Account Advisor

Overview

The Technical Account Manager (TAM) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAMs maintain ownership of the customer JDA SaaS solution environment.

Scope

• Core responsibilities to include maintaining the system’s health, reviewing customer SLAs and conducting review meetings with customers, keeping track of customer consumption and reporting to both internal and external stakeholders, contributing towards renewals and preventing 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

Primary KPIs:

Customer Health:
a. SLA performance management
b. Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)

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

Advocacy: % Growth in reference-able customers

Secondary KPIs:
1.  Adoption and Consumption
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

What we are looking for

• Minimum of 4 years of experience in technical support or customer-facing role
• Strong knowledge and experience with cloud services and technologies, such as AWS, Azure, or Google Cloud
• Strong communication, presentation and escalation management skills
• Experience working with clients and understanding their technical requirements
• Ability to work independently as well as part of a team
• Strong problem-solving and analytical skills
• Experience with account management or customer service
• ITIL and PMP knowledge is a plus.
• Supply chain knowledge is an added advantage

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.