Senior Technical Account Advisor (TAM)

Blue Yonder; Bengaluru; On-site; INR 2,800,000 - 4,000,000; Full time

Job summary

Blue Yonder in Bengaluru is seeking an experienced Technical Account Manager to own a portfolio of enterprise customers and align on their operational and technical needs. You will coordinate with cross-functional teams to ensure service delivery, adherence to SaaS policies, and timely escalations.

In this role you will drive renewals, prevent attrition, and identify upsell opportunities while maintaining strong stakeholder relationships and preparing quarterly business reviews with senior

Qualifications

• Bachelor's degree in a relevant field.
• 13–16 years of experience in supply chain domain or related technologies.
• Experience in Technical Account Advisor role or similar.
• Understanding of SaaS technology landscape and service management.

Responsibilities

• Own a portfolio of enterprise customers.
• Understand customer operational needs and develop plans to address them.
• Ensure adherence to SaaS policies and procedures.
• Drive service delivery to meet customer expectations and delivery realities.
• Provide customer escalation management and coordinate remediation plans.
• Build long-term relationships that go beyond delivery details.
• Identify upsell/cross-sell opportunities and work with sales/renewals teams.
• Lead quarterly/Executive business reviews with customers.
• Mentor other team members on TAM roles and responsibilities.

Skills

Account management

SaaS knowledge

Analytical thinking

Project management

Stakeholder management

Education

Bachelor's degree in supply chain / related field

Tools

ITIL framework

CRM tools

Job description

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

Scope

• 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

What You Will Do

• 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, thus ensuring appropriate focus on longer-term customer objectives
• Understand new BY product releases, specific benefits to customer and work with account team to proactively position opportunities related to technical upgrades
• Serve as the primary point of contact for customer concerns relating to technical questions, issues or escalation and coordinate and drive resolution with BY Customer Support, consulting, sales, and product teams
• Align with internal account team (Customer Success Managers and Customer Executives) on key metrics and objectives for business reviews
• Identify potential new upsell/cross-sell opportunities to share with sales/renewals teams
• Work with Sales/Pre-Sales and deliver CRs and Enhancement proposals to customer and obtain sign-off
• Nurture Customer Reference status
• Internal and external stakeholder management
• Specific goals centre on the following:
• Customer satisfaction & health measured by SLA performance, NPS/CSAT scores and % customer retention
• Advocacy: % Growth in reference-able customers
• Customer adoption of existing SaaS solution and expansion of the solution footprint
• Work proactively with assigned customers on continuous improvement areas and advocate customer needs/issues cross- departmentally
• Provide feedbacks into Product management groups based on customer interactions and feedbacks
• Collaborate & coordinate effectively with all BY internal dept’s (Consulting, PD, Onboarding, Customer Support, etc.) for faster resolution of issues
• Collaborate with BY Professional Services/3rd party implementation partners to track and approve transition from Implementation to Steady state phase
• Prepare and participate in Quarterly/Executive business reviews
• Collaborate with the CSM to drive adoption and satisfaction
• Conduct periodic service reviews with customers (Provide SLA reports to customers and ensure SLA compliance)
• Lead Customer Escalations in the region as directed by the management
• Should be able to mentor other team members on TAM roles and responsibilities

What We Are Looking For

• Bachelor's degree with 13 to 16 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
• Retail, Supply Chain or Logistics knowledge is necessary
• 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
• Ability to work with BY overseas offices in different time zones
• Analytical and problem-solving skills; dedicated team player as well as a proactive individual contributor
• Extremely well-organized with an ability to work well under pressure

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.