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Technical Account Manager

4 tygodni temu

Warszawa, Mazovia, Polska Blue Yonder Pełny etat
Job Title: Technical Account Advisor

At Blue Yonder, we're committed to delivering exceptional customer experiences. As a Technical Account Advisor, you'll play a critical role in ensuring our customers achieve their goals through timely and satisfactory resolutions of technical and operational cases.

Key Responsibilities:
  • Collaborate with Customer Success Managers to drive adoption and satisfaction
  • Produce and deliver monthly SLA reports to customers, ensuring SLA compliance
  • Own inbound customer calls and case handling, providing proactive technical guidance for all JDA and customer IT projects
  • Create and own Customer Success Plans for relevant stakeholders
  • Collaborate and coordinate effectively with internal departments for faster resolution of issues
  • Provide technical and feature-specific advice, preparing for and participating in business reviews
Primary KPIs:
  • Customer Health: SLA performance management, operational efficiency improvement
  • Customer Satisfaction: NPS/CSAT scores, customer retention, attrition, and churn
  • Advocacy: % Growth in reference-able customers
Secondary KPIs:
  • Adoption: Deployment, utilization, and value realization
  • Commercial Growth
  • Annual recurring revenue: Base revenue + pricing + upsell and cross-sell revenue – churned revenue

We're committed to fostering an inclusive environment at Blue Yonder. Our Diversity, Inclusion, Value & Equality (DIVE) strategy promotes a culture where everyone feels valued and respected. Learn more about our commitment to diversity and inclusion.