Sr Technical Account Advisor

Title: Sr Technical Account AdvisorComparable Titles: Technical Account ManagerOverviewBlue Yonder is seeking an astute individual that has a strong technical foundation along with excellent communication and customer facing skills who can help in maintaining relationships with our customers, addressing their technical needs as well as finding opportunities for account growth.Scope of WorkThe Sr. Technical Account Advisor is responsible for establishing relationships with key IT and business stakeholders, ensuring both tactical execution against the SaaS engagement and appropriate focus on longer-term customer objectives.  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’ll doOwn a portfolio of enterprise customers to drive overall service delivery to success by keeping balance between customer’s expectations and delivery realitiesRemain SaaS customer focused – owns tactical and operational activities, horizontally alignedServe 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 teamsEstablish relationships with each customer that transcends the tactical delivery details, thus ensuring appropriate focus on longer-term customer objectivesUnderstand new Blue Yonder product releases, specific benefits to customer and work with account team to proactively position opportunities related to technical upgradesRegular customer connects to review system health and open casesMaintain customer relationship and identify potential expansion opportunitiesWork towards making the customer a referenceable contactSpecific goals center on the followingCustomer health measured by SLA performance and operational efficiency improvement (incl. time to resolve account escalations, case backlog, etc.)Customer SaaS solution expansionMonitor and report consumption and adoption metricsProduce and deliver monthly SLA reports to customers, and ensure SLA complianceEnsure adherence to SaaS policies and proceduresEscalation management and identifying customer success planWhat we are looking forBachelor's degree required with a focus in Business or Computer Science preferredMinimum 10 years' experience Technical Account Manager role or similar role (e.g. customer support, Technical/Solution Architect, customer success, service delivery management, project management)Experience in application & understanding of SaaS technology landscapeExperience managing critical customer issues with senior management; good verbal and written communicationUnderstand service management framework (e.g. ITIL)Strong project management & consultative skillsAnalytical and problem-solving skills; strong team player as well as a proactive individual contributorExtremely well-organized with an ability to work well under pressureAbility to travel within region up to 25% of the time to be on site with customers-------------------------------------------The salary range for this position is $120,000 - $139,000.The salary range information provided, reflects the anticipated base salary range for this position based on current national data.  Minimums and maximums may vary based on location.  Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors.  In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.At Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that includes: Comprehensive Medical, Dental and Vision 401K with Matching Flexible Time Off Corporate Fitness Program Wellbeing Days A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much moreAt Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal opportunity employer. We understand that your career search may look different than others, and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience.Our 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.