Technical Account Advisor German Speaking

JDA Software; Karlsruhe; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A leading technology company in Karlsruhe is looking for a Technical Account Advisor who is fluent in German and English. You'll manage customer relationships, ensuring the successful resolution of technical issues while collaborating closely with various internal departments. This role is key in driving customer satisfaction and maximizing the value of our SaaS solutions. The ideal candidate will thrive in a fast-paced environment and possess strong technical problem-solving skills.

Qualifikationen

• Must be business fluent in English and German.

Aufgaben

• Ensure timely and satisfactory resolution of all technical cases.
• Drive adoption and customer satisfaction through effective service delivery.
• Collaborate with Customer Success Managers to track customer health.
• Own inbound customer calls and case handling.

Kenntnisse

Business fluent in German

Business fluent in English

Customer relationship management

Technical problem resolution

SaaS solutions knowledge

Jobbeschreibung

Technical Account Advisor German Speaking page is loaded

Technical Account Advisor German Speaking

Apply locations Karlsruhe time type Full time posted on Posted Yesterday job requisition id 253101

Technical Account Manager - German Speaking

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 Blue Yonder 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 satisfaction
Produce and deliver monthly SLA reports to customers, and ensure SLA compliance*
Ensure adherence to SaaS policies and procedures
Own inbound customer calls / case handling
Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.)
Own disaster recovery process and issue resolution
Responsible for proactive technical guidance for all Blue Yonder and customer IT projects
Create and own Customer Success Plans for relevant stakeholders
Collaborate & coordinate effectively with all Blue Yonder internal dept’s (Consulting, PD, Onboarding, Solution, Service Management, etc.) for faster resolution of issues
Collaborate with Cloud Onboarding Manager to track and approve transition from Implementation to Delivery
Provide technical / feature-specific advice
Prepare for and participate in business reviews

Primary KPIs:
1. Customer Health:
SLA performance management
Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)
2. Customer Satisfaction: NPS / CSAT scores, % customer retention, attrition, and churn
3. Advocacy: % Growth in reference-able customers

Secondary KPIs:
1. Adoption: Deployment, utilization, and value realization
2. Commercial Growth
3. Annual recurring revenue(Base revenue + pricing + upsell and cross-sell revenue – churned revenue)
Generating leads to help with up-selling and cross-selling
Must be business fluent in English and German

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.

About Us

Who are we?
We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise.

What do we do?

Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential. blueyonder.com

“Blue Yonder” is a trademark or registered trademark of Blue Yonder, Inc. Any trade, product or service name referenced in this document using the name “Blue Yonder” is a trademark and/or property of Blue Yonder, Inc.