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'll Do
- Overall ownership of the customer.
- Produce and deliver monthly SLA reports to customers, and ensure SLA compliance.
- Ensure adherence to SaaS policies and procedures.
- Escalation management and identifying customer success plan.
- Supports and owns where necessary customer escalations based on escalation criteria:
- Potential financial implications for customer
- SLA breach due to critical severity cases
- Disruption to customer's business, likely due to multiple open cases / high severity cases
- Significant impact to customer go-live / major milestone
- Potential impact to commercial negotiation
- On-site BY presence demanded by customer
- Involvement of C-level customer contacts
- Very low customer satisfaction
- Severity 1 issue
- Regular customer connects to review system health and open cases.
- Monitor and report consumption and adoption metrics.
- Maintain customer relationship and identify potential expansion opportunities.
- Work towards making the customer a referenceable contact.
What We Are Looking For
- Bachelor's degree with 5 to 8 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).
- Candidate with customer facing skill set is preferred.
- Strong communication skills and escalation management skills.
- Knowledge of SaaS and Cloud.
- Experience managing critical customer issues with senior management.
- Supply chain knowledge is an added advantage.
- Ability to work with BY overseas offices in different time zones.
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.
