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Customer Success Strategist

1 miesiąc temu

Warszawa, Mazovia, Polska Blue Yonder Pełny etat

Job Overview

We are seeking a highly skilled Customer Success Strategist to join our team at Blue Yonder. In this role, you will be responsible for ensuring timely and satisfactory resolutions of all technical and operational cases.

The ideal candidate will have a strong background in customer success, with excellent communication and problem-solving skills. If you are passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply.

Key Responsibilities

As a Customer Success Strategist, you will:

  • Maintain ownership of the customer JDA SaaS solution environment.
  • Support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.
  • Collaborate with CSMs to drive adoption and satisfaction.
  • Produce and deliver monthly SLA reports to customers, and ensure 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.
  • Responsible for proactive technical guidance for all JDA and customer IT projects.
  • Create and own Customer Success Plans for relevant stakeholders.
  • Collaborate & coordinate effectively with all JDA internal dept's (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.

KPIs

The primary KPIs for this role include:

  • 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

The secondary KPIs for this role include:

  • Adoption: Deployment, utilization, and value realization.
  • Commercial Growth.
  • Annual recurring revenue(Base revenue + pricing + upsell and cross-sell revenue – churned revenue).

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.

Blue Yonder is committed to creating an inclusive environment where everyone feels valued and respected. We believe that diversity and inclusion are essential to our success, and we strive to create a workplace that reflects the diversity of our customers and communities.

The estimated salary range for this role is $85,000 - $110,000 per year, depending on location and experience.