Job DescriptionBlue Yonder Title:Technical Account Advisor - IntOverview:Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor's "Best Places to Work". Seeking an astute individual that has a strong technical foundation along with excellent communication and customer-facing skills who can help in maintaining relationships with our customers, addressing their technical needs as well as finding opportunities for expanding the client database.Scope:Core responsibilities include maintaining the system health, reviewing customer SLAs, conducting review meetings with customers, tracking customer consumption, and reporting to both internal and external stakeholders, contributing towards renewals, and preventing customer attrition.What you'll do:Overall ownership of the customer.Produce and deliver monthly SLA reports to customers, ensuring SLA compliance.Ensure adherence to SaaS policies and procedures.Escalation management and identifying customer success plans.Support and own 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.What we are looking for:Bachelor's degree and minimum 7 to 8 years' experience in software development.Candidate with customer-facing skillset is preferred.Strong communication skills and escalation management skills.Knowledge of SaaS and Cloud.Supply chain knowledge is an added advantage.Additional Information:#LI-RemoteOur ValuesIf 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.Diversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. 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.#J-18808-Ljbffr