Senior Technical Account Advisor – Retail, Logistics Service Provider

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a reliable technical and operational liaison for designated enterprise SaaS clients.

• Oversee service health, SLA compliance, case trends, backlog, user adoption, and operational risks.

• Collaborate with teams in Customer Support, Cloud Operations, Product, Consulting, Engineering, Sales, and Customer Success to address complex customer challenges.

• Spot cross-sell and upsell prospects, contributing to revenue growth and account development.

• Handle escalations, critical incidents, root-cause analyses, and improvement plans until resolution.

• Provide clear service reviews, operational updates, and customer health insights to both technical and business stakeholders.

• Seek opportunities to enhance product adoption, modernize customer environments, and increase customer value derived from Blue Yonder solutions.

• Assist customers in understanding AI-driven capabilities, such as predictive insights, anomaly detection, automated diagnostics, and agent-assisted workflows.

• Convert technical issues and operational data into understandable business impacts, recommendations, and actionable next steps.

• Foster trusted relationships with customer stakeholders while advocating for effective SaaS governance and support practices.

• Manage a portfolio of enterprise SaaS clients, balancing immediate operational demands with long-term customer success.

• Track service performance, coordinate escalations, identify risks and adoption opportunities, and communicate with both technical and business stakeholders.

• Align customer priorities with teams across Customer Success, Support, Cloud Operations, Product, Consulting, Sales, and Engineering.

⛳️ Requirements

• Over 8 years of combined experience in Technical Account Management, Customer Success, SaaS Support, Service Delivery, Solution Consulting, Program Management, or a similar customer-facing technical position.

• Proven experience in supporting enterprise SaaS applications, cloud-based environments, handling customer escalations, and managing service operations.

• Proficient knowledge in incident management, case management, SLA monitoring, root-cause follow-ups, and operational reporting.

• Strong analytical and problem-solving abilities, capable of interpreting service trends, customer health metrics, and operational data.

• Exceptional skill in conveying complex technical subjects to both technical and non-technical audiences.

• Ability to manage multiple clients, priorities, and urgent issues while working collaboratively across various functions.

• Foundational knowledge of AI, machine learning, predictive analytics, generative AI, and responsible AI principles.

• Bachelor’s degree or equivalent relevant experience in computer science, engineering, information systems, business, supply chain, or a related field.

• Familiarity with Retail Logistics Service Providers.

• Experience in supply chain, retail, manufacturing, logistics, warehouse management, transportation management, planning, commerce, or order management solutions.

• Background in working with Blue Yonder products or similar enterprise supply chain platforms.

• Knowledge of ITIL practices, cloud infrastructure, dashboards, BI tools, logs, or support analytics.

• Experience in preparing service reviews, executive summaries, customer health reports, or SLA reports.

• Proven track record in assisting customers with the adoption of AI/ML-enabled enterprise applications, predictive insights, digital assistants, or automated workflows.

• A consultative mindset with the ability to link technical issues and product features to customer business outcomes.

• Willingness to travel to customer locations as required by business needs.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision coverage.

• 401K plan with matching contributions.

• Flexible Time Off policy.

• Corporate Fitness Program.

• A range of voluntary benefits including Legal Plans, Accident and Hospital Indemnity, Pet Insurance, and more.

• Eligibility for annual performance bonuses or commission programs.