Technical Account Specialist

7 godzin temu


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

The Technical Account Advisor plays a critical role in ensuring timely and satisfactory resolutions of all technical and operational cases. This position maintains ownership of the customer JDA SaaS solution environment, supporting Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.

Key Responsibilities:
  • Collaborate with CSMs to drive adoption and satisfaction
  • Produce and deliver monthly SLA reports to customers, ensuring SLA compliance
  • Ensure adherence to SaaS policies and procedures
  • Own inbound customer calls/case handling
  • Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.)
  • Own disaster recovery process and issue resolution
  • Provide proactive technical guidance for all JDA and customer IT projects
  • Create and own Customer Success Plans for relevant stakeholders
  • Collaborate and coordinate effectively with all JDA internal departments (Consulting, PD, Onboarding, Solution, Service Management, etc.) for faster resolution of issues
  • Collaborate with Cloud Onboarding Manager to track and approve transition from Implementation to Delivery
  • Provide technical/feature-specific advice
  • Prepare for and participate in business reviews
Primary KPIs:
  • Customer Health: SLA performance management, operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)
  • 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)
  • Generating leads to help with up-selling and cross-selling
Our Values:

At Blue Yonder, our values unite us and drive our success – and the success of our customers. We foster an inclusive environment where everyone can thrive. Our Diversity, Inclusion, Value & Equality (DIVE) strategy promotes diversity and equality in all aspects of our business. We are committed to creating a workplace where everyone feels valued and respected.

We are an equal opportunities employer and welcome applications from all qualified candidates. 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.



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