Technical Account Manager
Technical Account Manager
Bangalore
2 years ago
28 Applied
JOB ID:43960
Job Type
Full Time
Functional Area
IT/Software Development - Application Programming/Maintenance,Operations,Software Development,Technical staff/Support
Industry
IT-Software/Software Services
Education
Not Specified
Experience Required
12 - 14 Yrs
Salary
30 - 35 Lakhs
Key Skills Required
account management, customer support, change management
Other Skills Required
Languages
English
Job Description
Understand 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 manage... See More
Understand 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 an appropriate focus on longer-term customer objectives
Understand new Blue Yonder product releases, specific benefits to the 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 BLUE YONDER Customer Support, consulting, sales, and product teams
Align with the 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 the customer and obtain sign-off
Nurture Customer Reference status
Required skills and experience:Bachelor's degree required with a focus in Business or Computer Science preferred
Minimum 2 years' experience Technical Account Manager role or similar role (e.g. customer support, account management, customer success)
Working proactively with assigned customers on continuous improvement areas and advocate customer needs/issues cross-departmentally
Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)
Improving Customer Satisfaction: NPS / CSAT scores, % customer retention, attrition, and churn Advocacy: % Growth in reference-able customers
Adoption: Deployment, utilization, and value realization
Generating leads to help with up-selling and cross-selling
Collaboration & coordination with all internal dept’s (Consulting, Product Development, Onboarding, customer Support, etc.) for faster resolution of issues
Collaboration with 3rd party implementation partners to track and approve transition from Implementation to Steady-state phase
Preparation and participation in Quarterly/Executive business reviews
Driving adoption and satisfaction
Conducting periodic service reviews with customers (Provide SLA reports to customers and ensure SLA compliance)
Securing customer approval concerning maintenance activities & timing
Leading Customer Escalations
This position requires someone who is smart, learns quickly, hardworking and thrives in a fast-paced team environment;
Must have effective oral and written communications skills and the ability to work successfully with others;
Desired Skills:Experience in application & understanding of SaaS technology landscape
Experience managing critical customer issues with senior management; good verbal and written communication
Understand the service management framework (e.g. ITIL)
Strong project management & consultative skills
Analytical and problem-solving skills; strong team player as well as a proactive individual contributor
Extremely well-organized with an ability to work well under pressure See Less
Flexibility ProvidedBlue Yonder is the world leader in digital supply chain transformation. Global retailers, manufacturers and logistics providers leverage Blue Yonder to optimize their supply chains from planning through fulfillment, delivery and returns. Blue Yonder’s AI-embedded, interoperable supply chain solutions are connected end-to-end via a unified platform and data cloud, enabling businesses to collaborate in real time across functions, which supports more agile decision-making, improved customer satisfaction, profitable growth, and more resilient, sustainable supply chains.
Blue Yonder’s tagline “Fulfill Your Potential” reflects the company’s mission to empower every organization and person on the planet to fulfill their potential. Each day, our global teams of associates and business partners work together to accelerate global economic growth and increase sustainability and prosperity.
Blue Yonder is redefining supply chain management through its interopera
... See MoreBlue Yonder is the world leader in digital supply chain transformation. Global retailers, manufacturers and logistics providers leverage Blue Yonder to optimize their supply chains from planning through fulfillment, delivery and returns. Blue Yonder’s AI-embedded, interoperable supply chain solutions are connected end-to-end via a unified platform and data cloud, enabling businesses to collaborate in real time across functions, which supports more agile decision-making, improved customer satisfaction, profitable growth, and more resilient, sustainable supply chains.
Blue Yonder’s tagline “Fulfill Your Potential” reflects the company’s mission to empower every organization and person on the planet to fulfill their potential. Each day, our global teams of associates and business partners work together to accelerate global economic growth and increase sustainability and prosperity.
Blue Yonder is redefining supply chain management through its interoperable solutions, which span across the entire supply chain – from planning to warehouse, transportation, and commerce. Leaning into interoperability allows Blue Yonder to provide its customers with increased productivity, reduced waste, and more resilient supply chains. Blue Yonder is also infusing generative AI into our cognitive solutions, fostering a new era of productivity and collaboration.
For more information, please visit our website https://blueyonder.com/ See Less
