Blue yonder

Overview

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.

About Blue yonder

Blue Yonder is the AI company for supply chain. As the world leader in end-to-end digital supply chain transformation, Blue Yonder offers a unified, AI-driven platform and multi-tier network that empowers businesses to operate sustainably, scale profitably, and delight their customers—all at machine speed.

Requirements & Eligibility

• Bachelor's degree with 5 to 10 years of experience in supply chain domain and related technologies
• Minimum 2 years' experience Technical Account Advisor role or similar role (e.g., customer support, account management, customer success)
• Experience in application & understanding of SaaS technology landscape
• Experience managing critical customer issues with senior management; good verbal and written communication
• Understand service management framework (e.g., ITIL)
• Strong project management & consultative skills

Key Responsibilities

• Own a portfolio of enterprise customers
• Understand the customer operational needs, technical challenges and develop plans to address them
• Ensure adherence to SaaS policies and procedures
• Drive overall service delivery to success by keeping a balance between customer’s expectations and delivery realities
• Provide customer escalation management for service issues and involve internal departments as required
• Develop remediation plans for resolving escalation and drive the tasks in the remediation plan to closure
• Establish relationships with each customer that transcends the tactical delivery details
• Serve as the primary point of contact for customer concerns relating to technical questions, issues or escalation