Technical Account Advisor

Overview: Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “Best Places to Work”  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 expanding client databaseWhat you’ll do:Overall ownership of the customerProduce and deliver monthly SLA reports to customers, and ensure SLA compliance*Ensure adherence to SaaS policies and proceduresEscalation management and identifying customer success planSupports and owns where necessary customer escalations based on escalation criteria:• Potential financial implications for customer• SLA breach due to critical severity cases• Disruption to customer’s business, likely due to multiple open cases / high severity cases• Significant impact to customer go-live / major milestone• Potential impact to commercial negotiation• On-site BY presence demanded by customer• Involvement of C-level customer contacts• Very low customer satisfaction• Severity 1 issueRegular customer connects to review system health and open casesMonitor and report consumption and adoption metricsMaintain customer relationship and identify potential expansion opportunitiesWork towards making the customer a referenceable contactWhat we are looking for: Bachelor’s degree and minimum 7 to 8 years’ experience in Software developmentCandidate with customer facing skillset is preferredStrong communication skills and escalation management skillsKnowledge of SaaS and CloudSupply chain knowledge is an added advantagePrimary KPIs:Customer Health:a. SLA performance managementb. Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)Customer Satisfaction: NPS / CSAT scores, % customer retention, attrition, and churnAdvocacy: % Growth in reference-able customersSecondary KPIs:1.  Adoption and Consumption2.  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.