Blue Yonder is a customer-focused, relentless work environment and in that spirit, we are in the midst of transforming our service offerings from a perpetual to a SaaS model. In that effort we are looking for a Customer Success Partner to join our Cloud Services Group.
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 andtracking 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 take action for resolution
Specific goals center on the following:
Customer adoption of SaaS technology
Customer referenceability including speaking at Blue Yonder events, case studies etc.
Customer SaaS solution expansion
Driving value for clients via specific QBRs leveraging Value based metrics of clients SaaS solutions
Driving value for clients via specific EBRs leveraging Value based metrics of clients SaaS solutions
Offer thought leadership and domain expertise to help customers with Value realization
Key activities include:
Communicating 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 12 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
Ability to travel within region up to 60% of the time to be onsite with customers
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
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Our Values
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Check out Blue Yonder's blog - Supply Chain Nation - the platform for supply chain trends and innovations.
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.