Job description
collaborate with the csm to drive adoption and satisfaction
produce and deliver monthly sla reports to customers, and ensure sla compliance*
ensure adherence to saas policies and procedures
own inbound customer calls / case handling
drive all service management activities (incidents, change requests, enhancement requests, rcas, customizations, etc.)
Own disaster recovery process and issue resolution
responsible for proactive technical guidance for all jda and customer it projects
create and own customer success plans for relevant stakeholders
collaborate & coordinate effectively with all jda internal dept’s (consulting, pd, onboarding, solution, service management, etc.) for faster resolution of issues
collaborate with cloud onboarding manager to track and approve transition from implementation to delivery
provide technical / feature-specific advice
prepare for and participate in business reviews
primary kpis:
1. Customer health:
sla performance management
operational efficiency improvement (incl. time to resolve account or ced escalations, backlog, etc.)
2. Customer satisfaction: nps / csat scores, % customer retention, attrition, and churn
3. Advocacy: % growth in reference-able customers
secondary kpis:
1. Adoption: deployment, utilization, and value realization
2. Commercial growth
3. Annual recurring revenue(base revenue + pricing + upsell and cross-sell revenue - churned revenue)
generating leads to help with up-selling and cross-selling
*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 our success - and the success of our customers. Does your heart beat like ours? Find out here: core values
diversity, inclusion, value & equality (dive) is our strategy for fostering an inclusive environment we can be proud of. Check out blue yonder's inaugural diversity report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.