Senior Technical Account Manager

At Blue Yonder Defense Solution (BYDS), we are customer-focused, purposeful, driven by results and have a relentless spirit for learning. The Technical Account Manager is responsible for establishing relationships with key IT and business stakeholders, ensuring both execution against the SaaS engagement and appropriate focus on longer-term customer objectives and value. They maintain ownership of the customer's BYDS SaaS solution environment and ensure timely and satisfactory resolutions of all technical and operational issues.

Scope:

As a member of the BYDS account team, you collaborate with Customer Success Partners (CSPs) and Customer Executives (CEs) to ensure customer satisfaction through service delivery planning and execution. (25% TRAVEL)

This TAM will work in the functional areas of Humanitarian Aid Supply Chain Management. The role focuses on customers that are primarily in GMT to GMT+2 time zones.

Technical Environment:

• Object-Oriented Programming Skills. Good understanding of data structures and algorithms.
• Knowledge of the Java programming language
• Experience with enterprise integration patterns & protocols, such as REST, EDI, SOAP.
• Systems implementation knowledge: requirements/process analysis, conceptual and detailed design, configuration, testing, training, change management, support.
• Experience with modern web client technologies (i.e. React)

What You'll Do:

• Own a portfolio of enterprise customers.
• Establish relationships with each customer that transcends the tactical delivery details, thus ensuring appropriate focus on longer-term customer objectives.
• Understand new BYDS product releases, specific benefits to customers and work with account team to proactively position opportunities related to technical upgrades.
• Serve as the primary point of contact for customer concerns relating to technical questions, issues or escalation and coordinate and drive resolution with BY Customer Support, consulting, sales, and product teams.
• Align with internal account team (Customer Success Partners and Customer Executives) on key metrics and objectives for business reviews.
• Identify potential new upsell/cross-sell opportunities to share with sales/renewals teams.
• Work with Sales/Pre-Sales and deliver CRs and Enhancement proposals to customers and obtain sign-off.
• Understand the customer operational needs, technical challenges and develop plans to address them.
• Drive overall service delivery to success by keeping a balance between customer expectations and delivery realities.
• Provide customer escalation management for service issues and involve internal departments as required. Develop remediation plans for resolving escalation and drive the tasks in the remediation plan to closure.
• Engage with the client to establish an aligned compliance approach that meets the Client and BYDS CR/enhancement processes.
• Ensure shared documentation, timeline plans etc. that are available across teams to support knowledge transfer and access.
• Ensure understanding and adherence to SaaS policies and procedures.
• Conducting discovery sessions with Customers
• Analyzing Customer requirements, documenting Software Requirements Specification, accurate estimates, use cases etc. to deliver solutions.
• Participating in code reviews
• Reviewing Test Strategies ensuring documented evidence
• Establishing, Monitoring and Managing small (typically change request) project execution.
• Collaborating with QA, TechOps and Production Support during the various phases of the project
• Nurture customer reference status.

Specific goals center on the following:

• Customer satisfaction & health measured by SLA performance, NPS/CSAT scores and % customer retention.
• Advocacy: % Growth in reference-able customers
• Customer adoption of existing SaaS solution and expansion of the solution footprint
• Collaborate proactively with assigned customers on continuous improvement areas and advocate customer needs/issues across departments.
• Collaborate & coordinate effectively with all BYDS internal depts (Consulting, PD, Onboarding, Customer Support, etc.) for faster resolution of issues.
• Collaborate with BYDS Professional Services/3rd party implementation partners to track and approve transition from Implementation to Steady state phase.
• Prepare and participate in Quarterly/Executive business reviews.
• Collaborate with the CSM to drive adoption and satisfaction.
• Conduct periodic service reviews with customers (Provide SLA reports to customers and ensure SLA compliance)
• Lead Customer Escalations in the region as directed by the management.

Who You Are:

• Experience in Technical Account Advisory, implementation role or similar (e.g., customer support, account management, customer success) with a supply chain technology solution.
• Experience in SaaS & understanding of SaaS technology landscape.
• Working knowledge of supply chains, logistics, order management, master data management, cataloguing, and related areas.
• Experience managing critical customer issues with senior management; good verbal and written communication.
• Understand service management framework (e.g., ITIL)
• Strong project management & consultative skills.
• Ability to work with BYDS overseas offices in different time zones.
• Analytical and critical thinking skills; dedicated team player as well as a proactive individual contributor
• Extremely well-organized with an ability to work well under pressure.
• Experience with relational databases (preferably Oracle). Should be able to write SQL queries.
• Strong analytical critical thinking skills
• Excellent communication (verbal and written) and people skills.
• Bachelor's degree with 10 to 15 years of experience in supply chain domain and related technologies.

Highly Valued Experience:

• Experience in customer facing engagement with the BY Network capability (formerly One Network)
• Experience in public healthcare supply chain or humanitarian aid