Technical Account Specialist

1 tydzień temu


Warszawa, Mazovia, Polska Blue Yonder Pełny etat

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

As a key member of our team, you will collaborate with CSMs to drive adoption and satisfaction. Your responsibilities will include producing and delivering monthly SLA reports to customers, ensuring SLA compliance, and owning inbound customer calls/case handling. You will also be responsible for driving all service management activities, including incidents, change requests, enhancement requests, RCAs, customizations, and disaster recovery process and issue resolution.

You will provide proactive technical guidance for all JDA and customer IT projects, create and own Customer Success Plans for relevant stakeholders, and collaborate/coordinator effectively with all JDA internal departments (Consulting, PD, Onboarding, Solution, Service Management, etc.) for faster resolution of issues. Additionally, you will work closely with Cloud Onboarding Manager to track and approve transition from Implementation to Delivery.

Primary KPIs:

  1. Customer Health:
    • SLA performance management
    • Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)
  2. Customer Satisfaction: NPS/CSAT scores, % customer retention, attrition, and churn
  3. Advocacy: % Growth in reference-able customers

Secondary KPIs:

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

We offer an estimated salary range of $80,000 - $110,000 per annum, depending on experience and qualifications. Our benefits package includes health insurance, retirement plan, paid time off, and professional development opportunities.

We are an equal opportunity employer and welcome applications from diverse candidates. If you share our passion for innovation and customer success, we encourage you to apply.



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