Customer Success Advisor

Job Description

We are looking for a Customer Success Advisor based in India office to support our EMEA-based customers in the Logistics Service Provider Industry (LSP/3PL).

We partner with our customers to ensure they are maximizing value from their Blue Yonder products. You'll develop a deep understanding of the business operations and challenges of your assigned customers, understanding them in the context of their industry. You will be building long-term relationships with both IT and business stakeholders, supporting them through their entire Blue Yonder journey. Internally, you will represent the voice of the customer, be a key member of the core account team, along with the Account Manager and Technical Account Manager. If you enjoy driving real value, working collaboratively both internally and externally in an energized and growing team, this role is for you.

Key responsibilities of this role include but not limited to:

- Drive customer success strategies into their customers so achieving adoption and expertise within Blue Yonder solutions.

- Serve as primary point of contact for any non-commercial relations and general escalation management.

- Monitor and drive adoption metrics (i.e. deployment, utilization, and value realization).

- Understand customers industry and business processes.

- Own strategic customer account meetings and regular check-ins.

- Develop and manage a long-term adoption and value realization plan for each customer.

- Assess customer engagement by evaluating ongoing customer satisfaction and tracking NPS.

- Provide value-added recommendations to customers on industry trends and best practices.

- Build and maintain relationships with key C Level customer sponsors.

- Lead, schedule, and prepare for business reviews with Blue Yonder stakeholders.

- Serve as a customer advocate in driving industry and Blue Yonder best practices.

- Perform business development within their accounts identifying cross-selling, and up-selling opportunities.

- Identify strategic risks and drive resolution.

Specific goals center on the following:

- Customer adoption of SaaS technology.

- Customer reference-ability including speaking at Blue Yonder events, case studies etc.

- Customer SaaS solution expansion.

- Driving value for clients via specific QBR/EBRs leveraging Value based metrics of clients SaaS solutions.

- Offer thought leadership and domain expertise to help customers with Value realization.

Key activities include:

- Communicate with senior executives at strategic accounts.

- Develop customer success roadmap.

- Conduct scheduled customer check-ins.

- Drive periodic business reviews.

- Monitor customer performance and relationships.

- Establish role as trusted advisor.

- Liaise with Blue Yonder internal resources as required.

- Facilitate value baselining and tracking.

- Curate for their customers appropriate product and industry information, and relevant Blue Yonder news.

- Oversee customer success value metrics workshops.

What we are looking for:

- At least 5 years experience in consulting, professional services, implementation, customer success management, or account management or in industry required.

- Knowledge and experience in supply chain domain required.

- Customer facing experience required.

- Excellent written and verbal communication & presentation skills.

- Strong negotiation and stakeholder management skills.

- Experience in interacting with C-Suite Executives required.

- Ability to work in a fast-paced, entrepreneurial, results-oriented culture.

- Data-driven with a commitment to drive/track consistent engagement process.

- Strong business and analytical acumen.

- Knowledge and understanding of SaaS technology landscape.

- Degree standard qualification.

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:

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.

---