Sr Customer Success Advisor

6 months ago

Cape Town, South Africa Blue Yonder Full time

Sr Customer Success Advisor

We partner with our customers to ensure they are maximising 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, you will 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 energised and growing team, this role is for you.
- Partner internally with wider account team to identify and raise cross-sell and upsell opportunities and ensure non-event renewals
- Build relationships with key stakeholders in the customer’s organisation 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 organsations 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

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?
- Ideally, 10 years of experience in customer-facing roles
- Business fluency in English
- Experience in working with complex, multi-divisional, multi-geographical customer
- Clear executive presence and strong communication abilities
- Ability to identify the critical items in an ambiguous situations or structure, then communicate them at the required levels to make progress
- Passion for supply chain and Retail
- Experience working with cross-functional teams (e.g. Sales, Product, Delivery)

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
- Diversity, Inclusion, Value & Equality (DIVE)

is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural

Diversity Report

which outlines our commitment to change, and our

video

celebrating the differences in all of us in the words of some of our associates from around the world.

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.

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