Blue Yonder, a leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s Best Places To Work a Customer Success Manager is responsible for their customers’ overall adoption journey.
CSMs coordinate with cross-functional internal teams on behalf of their customers to drive value, promote customer satisfaction, and increase deployment and utilization.
They engage customer stakeholders and act as a trusted point of contact for their assigned accounts.
What you will do :
Key responsibilities include but not limited to :
Drive customer success strategies into their customers so achieving adoption and expertise within Blue Yonder solutions.
Serve as primary point of contact for any non-commercial relations and general escalation management
Monitor and drive adoption metrics (i.e. 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 center on the following :
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 QBRs leveraging Value based metrics of clients SaaS solutions
Key activities include :
Communicating with senior executives at strategic accounts
Develop customer success roadmap
Conduct scheduled customer check-ins
Drive periodic business reviews
Monitor customer performance and relationships.
Establish role as trusted advisor
Liaise with Blue Yonder internal resources as required
Curate for their customers appropriate product and industry information, and relevant Blue Yonder news.
Oversee customer success value metrics workshops
To be successful for the role, you will need :
10+ years of consulting, professional services, implementation, customer success management, or account management experience
Ability to travel
Excellent written and verbal communication & presentation skills
Strong negotiation and stakeholder management skills
Experience in interacting with C-Suite Executives
Ability to work in a fast-paced, entrepreneurial, results-oriented culture
Data-driven with a commitment to drive / track consistent engagement process
Strong business and analytical acumen
Knowledge and understanding of SaaS technology landscape
Degree standard qualification