Technical Account Manager

  • Company:
    Blue Yonder
  • Location:
  • Salary:
    negotiable / month
  • Job type:
    Full-Time
  • Posted:
    1 day ago
  • Category:
    Sales

Overview:

Blue Yonder, a leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places To Work” a Technical Account Manager (TAM) who will be responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAMs maintain ownership of the customer BLUE YONDER SaaS solution environment. They support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.

What you will do:

  • Collaborate with the CSM to drive adoption and satisfaction
  • Produce and deliver monthly SLA reports to customers, and ensure SLA compliance
  • Ensure adherence to SaaS policies and procedures
  • Own inbound customer calls/case handling 
  • Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.)
  • Own disaster recovery process and issue resolution
  • Responsible for proactive technical guidance for all BLUE YONDER and customer IT projects
  • Create and own Customer Success Plans for relevant stakeholders
  • Collaborate & coordinate effectively with all BLUE YONDER internal dept’s (Consulting, PD, Onboarding,
  • Solution, Service Management, etc.) for faster resolution of issues
  • Collaborate with Cloud Onboarding Manager to track and approve transition from
  • Implementation to Delivery
  • Provide technical / feature-specific advice
  • Prepare for and participate in business reviews
  • Primary KPIs:

    Customer Health:

    SLA performance management

    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:

    Adoption: Deployment, utilization, and value realization Commercial Growth Annual recurring revenue(Base revenue + pricing + upsell and cross-sell revenue – churned revenue) Generating leads to help with up-selling and cross-selling
     

    Key responsibilities of this role include but not limited to:

  • 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 an appropriate focus on longer-term customer objectives
  • Understand new BLUE YONDER product releases, specific benefits to the 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 the 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 the customer and obtain sign-off
  • Nurture Customer Reference status
  • Specific goals center 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
  • Key activities include:

  • Work proactively with assigned customers on continuous improvement areas and 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
  • 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)
  • Secure customer approval concerning maintenance activities & timing
  • Lead Customer Escalations in the region as directed by the management
  • To be successful in this role, you will need to have:

  • 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 the service management framework (e.g. ITIL)
  • Strong project management & consultative skills
  • Ability to travel
  • 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