Blue Yonder Job Profile: Sr Technical Account AdvisorLocation: This role will be hybrid, located in Toronto, CanadaAbout Blue YonderBlue Yonder is a global leader in digital supply chain solutions and omni-channel commerce fulfillment, leveraging AI and machine learning to empower businesses to predict and meet consumer demand efficiently. Our cloud-based platform enables companies to optimize inventory, labor, and logistics operations, driving enhanced efficiency, sustainability, and profitability. Committed to innovation and customer success, Blue Yonder serves a diverse customer base, transforming supply chain challenges into competitive advantages.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. Note that this role will be the Technical Account Manager dedicated to a Tier 1 Retailer in the Toronto area.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 forMinimum 8 years' experience Technical Account Manager role or similar role (e.g. customer support, Technical/Solution Architect, customer success, service delivery management, project management)The ideal canddiate will have a background in Supply Chain management and/or Project ManagementRetail industry background is ideal but not requiredExperience 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 pressureBachelor's degree required with a focus in Business or Computer Science preferred*LI-AD1#LI-hybridOur 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 ValuesAll 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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