The Technical Account Manager (TAM) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAMs maintain ownership of the customer JDA SaaS solution environment. They support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.Collaborate with the CSM to drive adoption and satisfactionProduce and deliver monthly SLA reports to customers, and ensure SLA compliance*Ensure adherence to SaaS policies and proceduresOwn inbound customer calls / case handling Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.)Own disaster recovery process and issue resolutionResponsible for proactive technical guidance for all JDA and customer IT projectsCreate and own Customer Success Plans for relevant stakeholdersCollaborate & coordinate effectively with all JDA internal dept’s (Consulting, PD, Onboarding, Solution, Service Management, etc.) for faster resolution of issuesCollaborate with Cloud Onboarding Manager to track and approve transition from Implementation to DeliveryProvide technical / feature-specific advicePrepare for and participate in business reviewsPrimary KPIs:1. Customer Health:SLA performance managementOperational 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-sellingOur 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.
View Original Job Posting