Customer Success Strategist

5 dagen geleden

Amsterdam, Noord-Holland, Nederland Blue Yonder Voltijd
Job Description

Job Title: Sr Customer Success Advisor

Job Summary:

We are seeking a highly skilled and experienced Sr Customer Success Advisor to join our team at Blue Yonder. As a key member of our customer success team, you will be responsible for driving customer success strategies, building long-term relationships with customers, and representing the voice of the customer internally.

Key Responsibilities:

  • Develop and execute customer success strategies to drive adoption and expertise within Blue Yonder solutions.
  • Serve as primary point of contact for non-commercial relations and general escalation management.
  • Monitor and drive adoption metrics, including 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 accounts, identifying cross-selling and up-selling opportunities.
  • Identify strategic risks and take action for resolution.

Specific Goals:

  • Customer adoption of SaaS technology.
  • Customer referenceability, including speaking at industry events and case studies.
  • Customer SaaS solution expansion.
  • Driving value for clients via specific QBRs leveraging value-based metrics of clients' SaaS solutions.

Key Activities:

  • Communicating with senior executives at strategic accounts.
  • Developing customer success roadmaps.
  • Conducting scheduled customer check-ins.
  • Driving periodic business reviews.
  • Monitoring customer performance and relationships.
  • Establishing a role as a trusted advisor.
  • Liaising with Blue Yonder internal resources as required.
  • Cultivating relevant product and industry information for customers.
  • Overseeing customer success value metrics workshops.

Requirements:

  • 10+ years of experience in consulting, professional services, implementation, customer success management, or account management.
  • Ability to travel within region up to 60% of the time to be onsite with customers.
  • Excellent written and verbal communication and 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 processes.
  • Strong business and analytical acumen.
  • Knowledge and understanding of SaaS technology landscape.
  • Degree standard qualification.

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