The Technical Account Manager (TAM) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAMs maintain ownership of the customer Blue Yonder SaaS solution environment. They support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.
Collaborate with the CSM to drive adoption and satisfaction
Produce and deliver monthly SLA reports to customers, and ensure SLA compliance*
Ensure adherence to SaaS policies and procedures
Own inbound customer calls / case handling
Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.)
Own disaster recovery process and issue resolution
Responsible for proactive technical guidance for all Blue Yonder and customer IT projects
Create and own Customer Success Plans for relevant stakeholders
Collaborate & coordinate effectively with all Blue Yonder internal dept’s (Consulting, PD, Onboarding, Solution, Service Management, etc.) for faster resolution of issues
Collaborate with Cloud Onboarding Manager to track and approve transition from Implementation to Delivery
Provide technical / feature-specific advice
Prepare for and participate in business reviews
Primary KPIs:
1. Customer Health:
SLA performance management
Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.)
2. Customer Satisfaction: NPS / CSAT scores, % customer retention, attrition, and churn
3. Advocacy: % Growth in reference-able customers
Secondary KPIs:
1. Adoption: Deployment, utilization, and value realization
2. Commercial Growth
3. Annual recurring revenue(Base revenue + pricing + upsell and cross-sell revenue – churned revenue)
Generating leads to help with up-selling and cross-selling
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 Values
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.
Top Skills
Blue Yonder London, England Office
Level 17 30 St Mary Axe , London, London, United Kingdom, EC3A 8EP
