Technical Account Advisor Int. @ Blue Yonder

• Overall ownership of the customer
• Produce and deliver monthly SLA reports to customers, and ensure SLA compliance*
• Ensure adherence to SaaS policies and procedures
• Escalation management and identifying customer success plan

Supports and owns where necessary customer escalations based on escalation criteria:
Potential financial implications for customer
SLA breach due to critical severity cases
Disruption to customer s business, likely due to multiple open cases / high severity cases

Significant impact to customer go-live / major milestone
Potential impact to commercial negotiation
On-site JDA presence demanded by customer
Involvement of C-level customer contacts
Very low customer satisfaction
Severity 1 issue

• Regular customer connects to review system health and open cases
• Monitor and report consumption and adoption metrics
• Maintain customer relationship and identify potential expansion opportunities
• Work towards making the customer a referenceable contact