Sr Technical Account Advisor(TAM)

Scope:

Core responsibilities to include maintain the system health, reviewing customer SLAs and conducting review meeting with customers, keeping a track of customer consumption and reporting to both internal and external stakeholders, contribute towards renewals and prevent customer attrition

What you will do:

Own a portfolio of enterprise customers

Understand the customer operational needs, technical challenges and develop plans to address them

Ensure adherence to SaaS policies and procedures

Drive overall service delivery to success by keeping a balance between customer’s 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.

Establish relationships with each customer that transcends the tactical delivery details, thus ensuring appropriate focus on longer-term customer objectives

Understand new BY product releases, specific benefits to customer 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 Managers 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 customer and obtain sign-off

Nurture Customer Reference status

Internal and external stakeholder management

Specific goals centre 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

Work proactively with assigned customers on continuous improvement areas and advocate customer needs/issues cross- departmentally

Provide feedbacks into Product management groups based on customer interactions and feedbacks

Collaborate & coordinate effectively with all BY internal dept’s (Consulting, PD, Onboarding, Customer Support, etc.) for faster resolution of issues

Collaborate with BY 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

Should be able to mentor other team members on TAM roles and responsibilities

What we are looking for:

Bachelor's degree with 12 to 15 years of experience in supply chain domain and related technologies.

Minimum 2 years' experience Technical Account Advisor role or similar role (e.g., customer support, account management, customer success)

Experience in application & understanding of SaaS technology landscape

Retail, Supply Chain or Logistics knowledge is necessary

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 BY overseas offices in different time zones

Analytical and problem-solving skills; dedicated team player as well as a proactive individual contributor

Extremely well-organized with an ability to work well under pressure

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