Senior Technical Account Advisor (TAM)

JDA Software; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Blue Yonder is searching for a Technical Account Advisor to manage a portfolio of enterprise customers in a SaaS environment. You will understand operational needs, address technical challenges, and plan remediation while driving service delivery and renewals.

Collaborate with Sales, Support, and Product across time zones; conduct quarterly business reviews, ensure SLA compliance, and foster customer satisfaction and retention. You may mentor juniors in TAM responsibilities.

Responsibilities

• Own a portfolio of enterprise customers.
• Understand the customer operational needs, technical challenges and develop plans to address them.
• Drive overall service delivery to success by keeping a balance between customer’s expectations and delivery realities.

Job description

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.

A Culture, Not just a Company

Our culture is built on collaboration, respect and having fun whenever possible. This along with ensuring we live our Core Values, enables us to learn, grow, create customer value, and manage the well-being of our collective ecosystem of partners, customers and associates alike. We rise each day with an unwavering commitment to lifelong learning, collaborating with respect, and operating with integrity.

What do we do

Blue Yonder is the AI company for supply chain. As the world leader in end-to-end digital supply chain transformation, Blue Yonder offers a unified, AI-driven platform and multi-tier network that empowers businesses to operate sustainably, scale profitably, and delight their customers—all at machine speed. A pioneer in applying AI solutions to the most complicated supply chain challenges, Blue Yonder’s modern innovations and unmatched industry expertise help more than 3,000 retailers, manufacturers, and logistics service providers confidently navigate supply chain complexity and disruption. “Blue Yonder” is a trademark or registered trademark of Blue Yonder Group, 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 Group, Inc. Blue Yonder, Inc. - Administrative Office 15059 N Scottsdale Rd Suite 350 Scottsdale, AZ 85254-2666