.OverviewBlue Yonder is a customer-focused, relentless work environment and in that spirit, we have transformed our service offering from a perpetual model to a SaaS model. In that effort, we are looking to grow our team of Technical Account Managers in the Customer Success Management Group.Scope of WorkThe Technical Account Manager is responsible for establishing relationships with key IT and business stakeholders, ensuring both tactical execution against the SaaS engagement and appropriate focus on longer-term customer objectives. The Technical Account Advisor (TAA) maintains ownership of the customer's BLUE YONDER SaaS solution environment and ensures timely and satisfactory resolutions of all technical and operational issues. As a member of the Blue Yonder Account Team, they support Customer Success Managers (CSMs) and Customer Executives (CEs) to ensure customer satisfaction through service delivery planning and execution.What you'll do- Own a portfolio of enterprise customers to drive overall service delivery to success by keeping balance between customer's expectations and delivery realities- Remain SaaS customer focused - owns tactical and operational activities, horizontally aligned- Serve as the primary point of contact for customer concerns relating to technical questions, issues or escalation and coordinate and drive resolution with Blue Yonder Customer Support, consulting, sales, and product teams- Establish relationships with each customer that transcends the tactical delivery details, thus ensuring appropriate focus on longer-term customer objectives- Understand new Blue Yonder product releases, specific benefits to customer and work with account team to proactively position opportunities related to technical upgrades- Identify potential new upsell/cross-sell opportunities to share with sales/renewals teams- Work with Sales/Pre-Sales and deliver CRs and Enhancements proposals to customer and obtain sign-off- Nurture Customer Reference statusSpecific goals center on the following- Customer health measured by SLA performance and operational efficiency improvement (incl. time to resolve account escalations, case backlog, etc.)- Customer satisfaction measured by NPS / CSAT scores, % customer retention and churn- Advocacy: % Growth in reference-able customers- Customer adoption of SaaS technology- Customer SaaS solution expansionWhat we are looking for- Bachelor's degree required with a focus in Business or Computer Science preferred- Minimum 2 years' experience Technical Account Manager role or similar role (e.G. customer support, account management, customer success)- Experience managing critical customer issues with senior management; good verbal and writtencommunication- Understand service management framework (e.G