Associate Technical Account Advisor

BY Job Title: Associate Technical Account AdvisorThe Associate Technical Account Manager (TAM) is 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.The Associate Technical Account Advisor  is 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. As a junior role or entry level position, the functions of the Associate TAS are supervised by a more senior Technical Account Advisor or Technical Account Manager when necessary.What you'll do: Among the responsibilities and duties these are the most relevant of the role.- Collaborate with the CSM (When present as part of the account team) to drive adoption and satisfaction.- Produce and deliver monthly Service Level Agreements 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, Root Cause Analysis) .- 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, Shared Services Lead (SSL) organization, Solution, Service Management, etc.) for faster resolution of issues.- Collaborate with Cloud SSL Manager to track and approve transition from Implementation to Delivery.- Provide technical / feature-specific advice when requested.- Prepare for and participate in Customers business reviewsPrimary KPIs:1.  Customer Health:SLA performance management Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)2.  Customer Satisfaction: NPS / CSAT scores, % customer retention, attrition, and churn3.  Advocacy: % Growth in reference-able customersSecondary KPIs:1.  Adoption: Deployment, utilization, and value realization2.  Commercial Growth3.  Annual recurring revenue(Base revenue + pricing + upsell and cross-sell revenue – churned revenue) Generating leads to help with up-selling and cross-sellingWhat we are looking for: •         Bachelor’s degree and minimum 5 to 8 years of experience in Software development •         Candidate with customer facing skillset is preferred•         Strong communication skills and escalation management skills·         Knowledge of SaaS and Cloud·         Supply chain knowledge is an added advantageOur ValuesIf 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 ValuesDiversity, 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.