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.
- Robust 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.
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