(NR-655) Customer Success Manager

(NR-655) Customer Success Manager

15 Nov
|
Blue Yonder
|
Sydney

15 Nov

Blue Yonder

Sydney

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

The original job offer can be found in Kit Job:
https://www.kitjobau.com/job/8532316/nr-655-customer-success-manager-sydney/?utm_source=html

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