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Blue Yonder
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Technical Account Advisor

Technical Account Advisor

Blue Yonder

0 years

0 Lacs

hyderabad telangana india

Posted:2 weeks ago| Platform:

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Skills Required

reports saas escalation management report drive

Work Mode

On-site

Job Type

Full Time

Job Description

What You’ll Do

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

Our Values

If 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. Does your heart beat like ours? Find out here: Core ValuesAll 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.

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Technical Account Advisor