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Strategic Account Manager

2 months ago

Dallas, Texas, United States Blue Yonder Full time

Job Summary

Blue Yonder is seeking a highly skilled Customer Success Partner to join our Cloud Services Group. As a key member of our team, you will be responsible for driving customer success strategies, serving as a primary point of contact, and monitoring adoption metrics.

Key Responsibilities

  • Develop and implement customer success strategies to achieve adoption and expertise within Blue Yonder solutions.
  • Serve as the primary point of contact for non-commercial relations and general escalation management.
  • Monitor and drive adoption metrics, including 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 and tracking 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

  • Customer adoption of SaaS technology.
  • Customer reference-ability, including speaking at Blue Yonder events, case studies, etc.
  • Customer SaaS solution expansion.
  • Driving value for clients via specific QBR/EBRs, leveraging value-based metrics of clients' SaaS solutions.
  • Offer thought leadership and domain expertise to help customers with value realization.

Key Activities

  • Communicate with senior executives at strategic accounts.
  • Develop customer success roadmaps.
  • Conduct scheduled customer check-ins.
  • Drive periodic business reviews.
  • Monitor customer performance and relationships.
  • Establish a role as a trusted advisor.
  • Liaise with Blue Yonder internal resources as required.
  • Facilitate value baselining and tracking.
  • Curate relevant product and industry information, and Blue Yonder news, for customers.
  • Oversee customer success value metrics workshops.

Requirements

  • At least 12 years' experience in consulting, professional services, implementation, customer success management, or account management, or in the industry required.
  • Knowledge and experience in the supply chain domain required.
  • Customer-facing experience required.
  • Ability to travel within the region up to 60% of the time to be onsite with customers.
  • Excellent written and verbal communication and 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 processes.
  • Strong business and analytical acumen.
  • Knowledge and understanding of SaaS technology landscape.
  • Degree-standard qualification.

Preferred Qualifications

  • Supply chain industry experience preferred.
  • Domain knowledge on JDA Solutions a plus.
  • Prior consulting background a plus.