Customer Success Advisor Int

Blue Yonder; Bracknell; On-site; GBP 50,000 - 75,000; Full time

Job summary

A leading company in the supply chain solutions sector is seeking a Customer Success Manager to drive adoption and engagement metrics with clients. This role will involve collaboration with key stakeholders, strategic planning for customer success, and ensuring value realization through effective communication and business reviews. Candidates should have a solid background in account management, excellent communication skills, and a willingness to engage with C-Suite executives.

Qualifications

• At least 5 years of experience in customer success management or related field.
• Knowledge and experience in the supply chain domain.
• Willingness to travel within EMEA up to 20% for onsite customer engagement.

Responsibilities

• Drive customer success strategies to ensure adoption of solutions.
• Monitor and drive adoption metrics such as utilization and value realization.
• Develop long-term adoption and value realization plans for each customer.

Skills

Customer success management

Stakeholder management

Negotiation

Communication

Analytical skills

Education

Degree qualification

Job description

Key responsibilities of this role include, but are not limited to:

• Drive customer success strategies to ensure adoption and expertise within Blue Yonder solutions.
• Serve as the primary point of contact for non-commercial relations and escalation management.
• Monitor and drive adoption metrics such as deployment, utilization, and value realization.
• Understand customers' industry and business processes.
• Own strategic customer account meetings and regular check-ins.
• Develop and manage long-term adoption and value realization plans for each customer.
• Assess customer engagement by evaluating satisfaction and tracking NPS.
• Provide industry trend and best practice recommendations to customers.
• Build and maintain relationships with key C-Level sponsors.
• Lead, schedule, and prepare for business reviews with Blue Yonder stakeholders.
• Act as a customer advocate, promoting industry and Blue Yonder best practices.
• Identify cross-selling and up-selling opportunities within accounts.
• Identify strategic risks and drive resolution.

Specific goals include:

• Customer adoption of SaaS technology.
• Customer reference-ability, including speaking at Blue Yonder events and case studies.
• Driving client value via QBR/EBRs using value-based metrics.
• Offering thought leadership and domain expertise for value realization.

Key activities include:

• Communicating with senior executives at strategic accounts.
• Developing customer success roadmaps.
• Conducting scheduled customer check-ins.
• Driving periodic business reviews.
• Monitoring customer performance and relationships.
• Establishing trust as a trusted advisor.
• Liaising with internal resources as needed.
• Facilitating value baselining and tracking.
• Curating relevant product, industry, and news information for customers.
• Overseeing customer success value metrics workshops.

What we are looking for:

• At least 5 years of experience in consulting, professional services, implementation, customer success management, or account management.
• Knowledge and experience in the supply chain domain.
• Willingness to travel within EMEA up to 20% for onsite customer engagement.
• Excellent communication and presentation skills.
• Strong negotiation and stakeholder management skills.
• Experience interacting with C-Suite executives.
• Ability to work in a fast-paced, results-oriented environment.
• Data-driven with a focus on engagement metrics.
• Strong business and analytical skills.
• Understanding of the SaaS technology landscape.
• Degree qualification.

Our Values:

Our values unite us and drive our success and that of our customers. If your heart aligns with ours, learn more about our Core Values.

All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.