Senior Technical Account Advisor – Retail, Logistics Service Provider

🔥 16 hours ago

🇺🇸 United States – Remote

💵 $125k - $160k / year

⏰ Full Time

🟠 Senior

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Blue Yonder

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential

📋 Description

• Serve as a trusted technical and operational contact for assigned enterprise SaaS customers • Monitor service health, SLA performance, case trends, backlog, adoption, and operational risks • Coordinate across Customer Support, Cloud Operations, Product, Consulting, Engineering, Sales, and Customer Success to resolve complex customer issues • Identify cross-sell and upsell opportunities and contribute to revenue expansion and account growth • Manage escalations, critical incidents, root-cause follow-ups, and improvement plans through resolution • Deliver clear service reviews, operational updates, and customer health insights to technical and business stakeholders • Identify opportunities to improve product adoption, modernize customer environments, and expand customer value from Blue Yonder solutions • Help customers understand AI-enabled capabilities, including predictive insights, anomaly detection, automated diagnostics, and agent-assisted workflows • Translate technical issues and operational data into clear business impact, recommendations, and next steps • Build trusted relationships with customer stakeholders while promoting effective SaaS governance and support practices • Support a portfolio of enterprise SaaS customers while balancing immediate operational needs with long-term customer success • Monitor service performance, coordinate escalations, identify risks and adoption opportunities, and communicate with technical and business stakeholders • Connect customer priorities with teams across Customer Success, Support, Cloud Operations, Product, Consulting, Sales, and Engineering

🎯 Requirements

• 8+ years of combined experience across Technical Account Management, Customer Success, SaaS Support, Service Delivery, Solution Consulting, Program Management, or a similar customer-facing technical role • Experience supporting enterprise SaaS applications, cloud-hosted environments, customer escalations, and service operations • Knowledge of incident management, case management, SLA tracking, root-cause follow-up, and operational reporting • Strong analytical and problem-solving skills, with the ability to interpret service trends, customer health indicators, and operational metrics • Excellent ability to explain complex technical topics to technical and non-technical audiences • Ability to manage multiple customers, priorities, and time-sensitive issues while collaborating across functions • Foundational understanding 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 discipline • Experience with Retail Logistics Service Providers • Experience with supply chain, retail, manufacturing, logistics, warehouse management, transportation management, planning, commerce, or order management solutions • Experience with Blue Yonder products or comparable enterprise supply chain platforms • Familiarity with ITIL practices, cloud infrastructure, dashboards, BI tools, logs, or support analytics • Experience preparing service reviews, executive summaries, customer health reports, or SLA reports • Experience helping customers adopt AI/ML-enabled enterprise applications, predictive insights, digital assistants, or automated workflows • A consultative approach and the ability to connect technical issues and product capabilities to customer business outcomes • Ability to travel to customers’ locations based on business needs

🏖️ Benefits

• Comprehensive Medical, Dental and Vision • 401K with Matching • Flexible Time Off • Corporate Fitness Program • A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more • Annual performance bonus or commission program eligibility