Senior Customer Success Advisor (Retail, Supply Chain)We partner with our customers to ensure they are maximizing value from their Blue Yonder products. You’ll develop a deep understanding of the business operations and challenges of your assigned customers, understanding them in the context of their industry. Your will be building long term relationships with both IT and business stakeholders, supporting them through their entire Blue Yonder journey. Internally, you will represent the voice of the customer, you will be a key member of the core account team, along with the Account Manager and Technical Account Manager. If you enjoy driving real value, working collaboratively both internally and externally, in an energized and growing team, this role is for you.Key responsibilities of this leader include but not limited to:- Drive customer success strategies into their customers so achieving adoption and expertise within Blue Yonder solutions.- Serve as primary point of contact for any non-commercial relations and general escalation management - Monitor and drive adoption metrics (i.e. deployment, utilization, and value realization) - Understand customers’ industry and business processes- Own strategic customer account meetings and regular check-ins- Develop and manage a long-term adoption and value realization plan for each customer- Assess customer engagement by evaluating ongoing customer satisfaction and tracking NPS- Provide value-added recommendations to customers on industry trends and best practices- Build and maintain relationships with key C Level customer sponsors- Lead, schedule, and prepare for business reviews with Blue Yonder stakeholders - Serve as a customer advocate in driving industry and Blue Yonder best practices - Perform business development within their accounts indentifying cross-selling, and up-selling opportunities- Identify strategic risks and take action for resolutionSpecific goals center on the following:- Customer adoption of SaaS technology- Customer referenceability including speaking at JDA events, case studies etc- Customer SaaS solution expansion- Driving value for clients via specific QBRs leveraging Value based metrics of clients SaaS solutionsKey activities include:- Communicating with senior executives at strategic accounts- Develop customer success roadmap- Conduct scheduled customer check-ins- Drive periodic business reviews - Monitor customer performance and relationships.- Establish role as trusted advisor- Liaise with Blue Yonder internal resources as required- Curate for their customers appropriate product and industry information, and relevant Blue Yonder news.- Oversee customer success value metrics workshopsRequirements:10+ years of consulting, professional services, implementation, customer success management, or account management experienceAbility to travel within region up to 60% of the time to be onsite with customersExcellent written and verbal communication & presentation skillsStrong negotiation and stakeholder management skills Experience in interacting with C-Suite ExecutivesAbility to work in a fast-paced, entrepreneurial, results-oriented cultureData-driven with a commitment to drive/track consistent engagement processStrong business and analytical acumenKnowledge and understanding of SaaS technology landscapeDegree standard qualificationOur 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.
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