Blue Yonder Title: Technical Account Advisor Intermediate

Overview

The Technical Account Advisor Intermediate will work within the Cloud Services Team at Blue Yonder and will be responsible for providing technical support and guidance to customers to ensure the successful implementation and operation of our cloud-based products and services. This role will involve working closely with customers to understand their technical needs, troubleshoot any issues they may have, and provide guidance and support to ensure they are getting the most value out of our services.

Scope

· Work as part of a global team of 100+ TAMs (US, Mexico, EMEA, India)

· Act as a primary TAM for several accounts (number of accounts depend on complexity and ARR)

· Act as a primary point of contact for customer escalations (resolve and/or prevent)

· Work along with the triad to ensure that our customers are getting the benefit of using our products/services

Our current technical environment

· Working with BY Solutions such as WMS/TMS/Demand/Fulfillment/AWR/ASR

· Working with Oracle and/or SQL Data Bases, stored procedures

What you’ll do

· Provide ongoing technical support and guidance to customers to help them fully utilize and benefit from our cloud-based products and services

· Act as the primary point of contact for customer inquiries and issues, troubleshoot and resolve problems in a timely manner

· Collaborate with internal teams to ensure customer needs are being met and to identify areas for improvement in our products and services

· Identify and qualify upsell opportunities for our customers

· Develop and maintain strong customer relationships through regular check-ins and communication

· Track and report customer satisfaction metrics

· Stay up-to-date with the latest cloud technologies and trends and share this knowledge with customers

· Track customer consumption and identify opportunities

· Identify areas of opportunity for continuous improvement and improve solution stability

What we are looking for

· 2+ years of experience in a technical customer success, customer support, or account management role

· Strong understanding of cloud-based technology and services

· Experience with cloud infrastructure (preferably AWS)

· Strong knowledge of Linux/Unix administration

· Strong problem-solving and analytical skills

· Excellent communication and interpersonal skills, with a customer-centric approach

· Proven ability to troubleshoot and problem-solve

· Strong attention to detail and ability to multitask

· Ability to work independently and in a team environment

· Strong organizational skills and ability to prioritize tasks

· ITIL knowledge

· Supply chain domain knowledge is a nice to have