Customer Success Manager
Blue Yonder
Sydney
5d ago

Overview :

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
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