Customer Success Partner

Overview

• Scope of role
• The Customer Success Management Team partners 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 build 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, you will be a key member of the core account team, along with the Account Manager and Technical Account Manager.
• You will also be looking for opportunities to expand the Blue Yonder footprint and avoid potential attrition.
• 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 to and drive success?
• Serve as one of the primary points of contact as a
• trusted strategic advisor
• to your customers.
• Acting within a Customer Account Team, you will also have a Client Executive responsible for commercial engagements and a Technical Account Manager responsible for support case oversight and technical aspects.
• Gain a deep understanding of your customers and their operations within their respective industry sub-verticals.
• Understand why they selected Blue Yonder and how we can help them solve their supply chain challenges.
• Build and maintain strong relationships with key executives and C-level stakeholders across both business and information technology (IT)
• Develop Value Success Plans through collaborative discovery with your customers to identify key value measures that can be tracked to verify value across their solution landscape.
• Work to ensure that your customers have fully implemented their contracted solutions and are adopting them into their business practices
• Manage strategic connection cadences for each solution area within your assigned customers. While also maintaining regular internal touch points to maintain Blue Yonder customer focus and progress
• Drive the internal development of the Executive Business Review (EBR) and Quarterly Business Review (QBR) materials and play the lead role in presenting them to your customers.
• Identify and mitigate potential customer
• attrition
• within your customer product suite by facilitating key internal and external action plans
• Manage customer renewals -
• Lead the renewal process for your assigned customers; ensure they are aware of the value achieved, rightsized for the future, and aware of solutions they may want to consider adding
• Identify key upsell and cross-sell solutions and services expansion opportunities
• within your customer portfolio
• Drive customer referenceability
• and by nurturing referenceable customers and facilitating the many reference opportunities they can participate in as part of the Customer Appreciation Program
• Specific goals center on the following (Core KPIs)
• Identify and track measurable Verified Value Outcomes our customers are or have achieved with Blue Yonder solutions
• Driving customer reference activities through our customer appreciation program
• Initiating upsell and cross-sell opportunities within your assigned accounts
• Mitigating customer attrition of the existing solution landscape
• Effectively manage Renewal book of business
• Driving executive customer engagement through strategic business reviews like EBRs and QBRs
• What we are looking for
• This is a senior manager level role with at least
• 15 years' relevant industry experience
• Minimum of 10 years of supply chain and/or retail/manufacturing customer-facing experience
• Breadth and depth of supply chain domain knowledge and experience is required
• Clear executive presence and strong presentation abilities
• Ability to identify the critical items in an ambiguous situation or structure, with aptitude to communicate these at the required levels, to make progress
• Experience working with cross-functional teams (e.g., Sales, Product, Delivery)
• Strong negotiation and stakeholder management skills
• Detail-oriented with a commitment to driving and tracking consistent engagement processes
• Strong business and analytical acumen, with knowledge and understanding of the SaaS technology landscape
• Bachelor s degree in business, Supply Chain Management, or related field