Technical Account Advisor

Blue Yonder; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading SaaS company in London is seeking a Technical Account Manager to ensure timely and satisfactory resolutions of technical and operational cases. You will collaborate with Customer Success Managers to drive adoption and satisfaction, manage service activities, and provide technical guidance for customer IT projects. Strong interpersonal skills and the ability to manage multiple projects are essential for this role.

Qualifications

• Proven experience in a technical account management role or similar.
• Strong communication and interpersonal skills.
• Ability to manage multiple projects effectively.

Responsibilities

• Collaborate with CSM to drive adoption and customer satisfaction.
• Own inbound customer calls and case handling.
• Manage all service management activities.

Skills

Technical guidance

Service management

Customer satisfaction

Job description

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.

Responsibilities

• 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)
4. Generating leads to help with up‑selling and cross‑selling

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.