Technical Account Advisor Int (TIL/Customer)
- Blue Yonder
- 2 - 6 years
- Bengaluru
- 10 months ago
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Job Description
- The Technical Account Manager (TAM) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases
- TAMs maintain ownership of the customer JDA SaaS solution environment
- They support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution
- Collaborate with the CSM 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
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)
Generating leads to help with up-selling and cross-selling
Job Classification
Industry: IT Services & ConsultingFunctional Area:
Role Category: Stores & Material Management
Role: Stores & Material Management
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Doctorate Not Required, Any Doctorate
Contact Details:
Company: Blue YonderLocation(s): Bengaluru
Keyskills: Supply chain Service management TAM Performance management Customer satisfaction Consulting Disaster recovery Customer retention Issue resolution Operations
Blue Yonder
Blue Yonder (formerly JDA Software, Inc.) provides seamless, frictionfree commerce please go to our updated company page as this page will no longer be active forthcoming.
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