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About the Role

The Customer Success Management Team partners with our customers to ensure they are maximizing value from their Blue Yonder products. You will develop a deep understanding of customer business operations and challenges within their industry, building long-term relationships with IT and business stakeholders throughout their Blue Yonder journey. Internally, you will represent the voice of the customer as a key member of the core account team, alongside the Account Manager and Technical Account Manager, seeking opportunities to expand the Blue Yonder footprint and mitigate attrition.

Responsibilities

Serve as a primary point of contact and trusted strategic advisor to customers.
Act within a Customer Account Team, collaborating with a Client Executive and Technical Account Manager.
Gain a deep understanding of customer operations within their respective industry sub-verticals.
Understand customer needs and how Blue Yonder can solve their supply chain challenges.
Build and maintain strong relationships with key executives and C-level stakeholders across business and IT.
Develop Value Success Plans through collaborative discovery to identify key value measures.
Ensure customers have fully implemented contracted solutions and are adopting them into business practices.
Manage strategic connection cadences for each solution area within assigned customers.
Maintain regular internal touchpoints to maintain Blue Yonder customer focus and progress.
Drive the internal development of Executive Business Review (EBR) and Quarterly Business Review (QBR) materials and lead their presentation to customers.
Identify and mitigate potential customer attrition by facilitating key internal and external action plans.
Lead the customer renewal process, ensuring awareness of value achieved, rightsizing for the future, and potential add-on solutions.
Identify key upsell and cross-sell solutions and services expansion opportunities.
Drive customer referenceability by nurturing referenceable customers and facilitating reference opportunities.
Identify and track measurable Verified Value Outcomes achieved by customers.
Initiate upsell and cross-sell opportunities within assigned accounts.
Mitigate customer attrition of the existing solution landscape.
Effectively manage the renewal book of business.
Drive executive customer engagement through strategic business reviews like EBRs and QBRs.

Requirements

At least 20 years' relevant industry experience.
Minimum of 15 years of supply chain and/or retail/manufacturing customer-facing experience.
Breadth and depth of supply chain domain knowledge and experience.
Clear executive presence and strong presentation abilities.
Ability to identify critical items in ambiguous situations and communicate effectively.
Experience working with cross-functional teams (e.g., Sales, Product, Delivery).
Strong negotiation and stakeholder management skills.
Detail-oriented with a commitment to driving and tracking consistent engagement processes.
Strong business and analytical acumen.
Knowledge and understanding of the SaaS technology landscape.

Skills

Supply Chain Domain Knowledge
Retail/Manufacturing Customer-Facing Experience
Executive Presence
Presentation Skills
Problem Solving
Cross-functional Team Collaboration
Negotiation Skills
Stakeholder Management
Attention to Detail
Business Acumen
Analytical Acumen
SaaS Technology Landscape Understanding

Location

Major cities

Work Type

Full-time

Experience Level

Senior Manager Level
20+ years relevant industry experience
15+ years supply chain and/or retail/manufacturing customer-facing experience

Education Level

Bachelor’s degree in business, Supply Chain Management, or related field

Benefits

Access to market leading tools & technology
Work alongside an industry-leading team
Ownership of the customer experience on assigned accounts
Opportunity to learn and drive leading practices in customer success
Chance to define customer success in a diverse, industry-leading supply chain environment
Environment to grow and develop a career in Customer Success and beyond

About the Company

Blue Yonder is a global leader in AI-powered supply chain, retail, and commerce solutions.
Committed to transforming business practices through a seamless digital ecosystem that fosters collaboration and predictive insights.
Empowers businesses to navigate complexities and seize growth opportunities with strategic innovation and deep industry expertise.
Backed by a strong presence in major cities and multiple Gartner® Magic Quadrant™ recognitions.
A proven, passionate bunch of disruptors tapping into potential to deliver the best solutions and customer experiences.
Collaboration, respect, and a great work-life balance earned the title of 'Best Place to Work- Employees' Choice' by Glassdoor.
Employees are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise.
Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment.
Intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand.
Enables more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences.

Equal Opportunity

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.