Sr. Technical Account Advisor (Toronto, Ontario)

Blue Yonder; Richmond Hill; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading technology firm is seeking a Sr Technical Account Advisor to manage enterprise customer relationships in a hybrid role. The individual will ensure successful service delivery, coordinate with multiple teams for customer inquiries, and focus on long-term objectives. Ideal candidates have extensive experience in technical account management and a background in supply chain or project management. Competitive salary and benefits offered.

Qualifications

• Minimum 8 years in a Technical Account Manager role or similar.
• Experience in Supply Chain management or Project Management preferred.
• Knowledge of service management frameworks (e.g., ITIL).

Responsibilities

• Establish relationships with key IT and business stakeholders.
• Maintain system health, review customer SLAs, conduct meetings.
• Serve as the primary contact for customer concerns and resolutions.

Skills

Customer relationship management

SaaS technology understanding

Analytical and problem-solving

Project management

Excellent verbal and written communication

Education

Bachelor's degree in Business or Computer Science

Job description

Blue Yonder Job Profile: Sr Technical Account Advisor

Location: This role will be hybrid, located in Toronto, Canada

About Blue Yonder

Blue 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 work

The 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 include maintaining system health, reviewing customer SLAs, conducting review meetings with customers, tracking customer consumption, and reporting to internal and external stakeholders. The role also involves contributing towards renewals and preventing customer attrition. This position is dedicated to a Tier 1 Retailer in the Toronto area.

What you’ll do

• Own a portfolio of enterprise customers to drive overall service delivery to success by balancing customer expectations and delivery realities
• Remain SaaS customer-focused – handle tactical and operational activities, aligned horizontally
• Serve as the primary contact for customer concerns related to technical questions, issues, or escalations, coordinating resolution with Blue Yonder Customer Support, consulting, sales, and product teams
• Establish relationships with customers that go beyond tactical delivery to focus on long-term objectives
• Understand new Blue Yonder product releases, their benefits to customers, and work with the account team to proactively position opportunities related to technical upgrades
• Conduct regular customer connects to review system health and open cases
• Maintain customer relationships and identify potential expansion opportunities
• Work towards making the customer a referenceable contact

Specific goals include

• Customer health measured by SLA performance and operational efficiency improvements (e.g., resolution time for escalations, case backlog)
• SaaS solution expansion
• Monitoring and reporting of consumption and adoption metrics
• Producing and delivering monthly SLA reports to customers and ensuring SLA compliance
• Adherence to SaaS policies and procedures
• Escalation management and development of customer success plans

What we are looking for

• Minimum 8 years of experience in a Technical Account Manager role or similar (e.g., customer support, solution architect, customer success, service delivery management, project management)
• Background in Supply Chain management and/or Project Management is preferred
• Retail industry experience is a plus but not required
• Experience with SaaS technology landscape and application understanding
• Experience managing critical customer issues with senior management; excellent verbal and written communication skills
• Knowledge of service management frameworks (e.g., ITIL)
• Strong project management and consultative skills
• Analytical and problem-solving skills; proactive team player and individual contributor
• Highly organized with the ability to work under pressure
• Bachelor's degree in Business or Computer Science preferred

Additional information

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Our Values

If 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 Values

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.