- . Bachelors degree with 4 +years of experience .
- Provide customer escalation management for service issues and involve internal departments as required
- Minimum 2 years experience Technical Account Advisor role or similar role (e.g.,customer support,account management,customer success) .
- good verbal and written communication .
Scope:
- Technical Account analyst role is key during a customer implementation lifecycle. Expectation from the role is to ensure all Cloud related activities are taken care of by the respective teams without any slippage in dates. Proactively highlight risks and escalate to leadership to avoid delivery timeline delays.
What you ll do:
- Own a portfolio of enterprise customers
- Understand the customer operational needs, technical challenges and develop plans to address them
- Ensure adherence to SaaS policies and procedures
- Drive overall service delivery to success by keeping a balance between customer s expectations and delivery realities
- Provide customer escalation management for service issues and involve internal departments as required. Develop remediation plans for resolving escalation and drive the tasks in the remediation plan to closure.
- Establish relationships with each customer that transcends the tactical delivery details, thus ensuring appropriate focus on longer-term customer objectives
- Understand new BY product releases, specific benefits to customer and work with account team to proactively position opportunities related to technical upgrades Serve as the primary point of contact for customer concerns relating to technical questions, issues or escalation and coordinate and drive resolution with BY Customer Support, consulting, sales, and product teams
- Align with internal account team (Customer Success Managers and Customer Executives)
on key metrics and objectives for business reviews
- Identify potential current upsell/cross-sell opportunities to share with sales/renewals teams
- Customer satisfaction & health measured by SLA performance, NPS/CSAT scores and % customer retention
- Advocacy: % Growth in reference-able customers
- Customer adoption of existing SaaS solution and expansion of the solution footprint
Work proactively with assigned customers on continuous improvement areas and advocate customer needs/issues cross- departmentally
- Collaborate & coordinate effectively with all BY internal dept s (Consulting, PD,
- Onboarding, Customer Support, etc.) for faster resolution of issues
What we are looking for:
- Bachelors degree with 4 +years of experience
- Minimum 2 years experience Technical Account Advisor role or similar role (e.g., customer support, account management, customer success)
- Experience in application & understanding of SaaS technology landscape Experience managing critical customer issues with senior management; good verbal and written communication
- Understand service management framework (e.g., ITIL)
- Strong project management & consultative skills
- Ability to work with BY overseas offices in different time zones Analytical and problem-solving skills; dedicated team player as well as a proactive individual contributor
- Extremely well-organized with an ability to work well under pressure
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Does your heart beat like oursFind out here: Core Values Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.