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
In office 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.
Solid 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.
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 o