Customer Success Advisor (Retail industry)

Position Title

Customer Success Advisor - Retail Industry

Comparable Title

Customer Success Manager

Location

Virtual within the US

Overview

We partner with our customers to ensure they are maximizing value from their Blue Yonder products. You’ll develop a deep understanding of the business operations and challenges of your assigned customers, understanding them in the context of their industry. You will be building long term relationships with both IT and business stakeholders, supporting them through their entire Blue Yonder journey.  Internally, you will represent the voice of the customer and be a key member of the core account team, along with the Account Manager and Technical Account Manager. If you enjoy driving real value, working collaboratively both internally and externally in an energized and growing team, this role is for you.

How will you contribute and drive success?

• Collaborating to create and deliver to account plans across your assigned accounts

• Identify and create opportunities of cross-sell and upsell opportunities and ensure non-event renewals

• Build relationships with key stakeholders in the customer’s organization to enable a great customer experience and capture any concerns

• Keeping in tune with sub-industry trends and events that can enable you to effectively connect with your customers, understand their challenges, concerns and opportunities

• Understand BY products and recognize how they can be used to solve problems and create value for your customers

• Conduct periodic business reviews to drive adoption and value with your customers

• Delivering and communicating ROI for your customers, both internally and externally, throughout the customer life cycle

• Act as the internal customer advocate within BY working various cross-functional teams

• Follow internal processes to improve Customer's Satisfaction, Increase retention, Risk Mitigation

• Nurture Customer Reference status

• Coordinate with Sales team to identify and support cross-sell/up-sell opportunities that will allow customers to unlock further value through BY

• Oversee customer escalations for BY related matters involving Value, Consumption and Adoption and liaise with internal organizations as required

• Serve as an important source for information regarding the customer’s business needs and provide customer feedback to Product Management, Sales, and Marketing

• Proactively support renewals discussions with your customers to ensure they are aware of the value achieved, rightsized for the future, and aware of solutions they may want to consider adding

What will offer you to do so?

• Competitive salary and bonus plan

• Access to market leading tools & technology to help drive your success

• Work alongside an industry leading teams to help you drive intelligent and thought-provoking conversations

• Flexible remote working

• Ownership of the customer experience on your assigned accounts

• The opportunity to learn and drive leading practices in customer success

• The chance to define what customer success looks like in an environment with a diverse, industry leading supply chain offering

• An environment to grow and develop a career in Customer Success and beyond, measuring what matters including your personal & skillset development

What skills and experience do we seek?

• At least 8 years overall 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

Synonymous Job Title: Customer Success Advisor Intermediate

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