Technical Account Manager

OverviewBlue Yonder is a customer-focused, relentless work environment and in that spirit, we have transformed our service offering from a perpetual model to a SaaS model. In that effort, we are looking to grow our team of Technical Account Managers in the Customer Success Management Group.Scope of WorkThe Technical Account Manager 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. The Technical Account Advisor (TAA) maintains ownership of the customer's BLUE YONDER SaaS solution environment and ensures timely and satisfactory resolutions of all technical and operational issues. As a member of the Blue Yonder Account Team, they support Customer Success Managers (CSMs) and Customer Executives (CEs) to ensure customer satisfaction through service delivery planning and execution.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 upgradesIdentify potential new upsell/cross-sell opportunities to share with sales/renewals teamsWork with Sales/Pre-Sales and deliver CRs and Enhancements proposals to customer and obtain sign-offNurture Customer Reference statusSpecific goals center on the followingCustomer health measured by SLA performance and operational efficiency improvement (incl. time to resolve account escalations, case backlog, etc.)Customer satisfaction measured by NPS / CSAT scores, % customer retention and churnAdvocacy: % Growth in reference-able customersCustomer adoption of SaaS technologyCustomer SaaS solution expansionWhat we are looking forBachelor's degree required with a focus in Business or Computer Science preferredMinimum 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 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 customersOur 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.