This is a senior manager level role with at least 10 years' relevant industry experience
Minimum of 6-8 years of retail supply chain and/or retail customer-facing experience
Breadth and depth of retail supply chain domain knowledge and experience is required
Clear executive presence and strong presentation abilities
Ability to identify the critical items in an ambiguous situation or structure, then communicate them at the required levels to make progress
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, with knowledge and understanding of the SaaS technology landscape
Bachelor's degree in business, Supply Chain Management, or related field
Benefits
Access to market leading tools & technology to help drive
Additional Information
Blue Yonder Title: Customer Success Partner (Retail Industry)
Location: Virtual within the US
Travel: Ability to travel up to 60% to customer sites
Overview of Blue Yonder
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. We empower businesses to navigate complexities and seize growth opportunities with our strategic innovation and deep industry expertise, backed by a strong presence in major cities and multiple Gartner® Magic Quadrant™ recognitions.
Scope of role
The Customer Success Management Team partners with our customers to ensure they are maximizing value from their Blue Yonder products. You'll develop a deep understanding of the business operations and challenges of your assigned customers, understanding them in the context of their industry. You will build long-term relationships with both IT and business stakeholders, supporting them through their entire Blue Yonder journey. Internally, you will represent the voice of the customer, you will be a key member of the core account team, along with the Account Manager and Technical Account Manager. You will also be looking for opportunities to expand the Blue Yonder footprint and avoid potential attrition. If you enjoy driving real value, working collaboratively both internally and externally, in an energized and growing team, this role is for you.
How will you contribute to and drive success?
Serve as one of the primary points of contact as a trusted strategic advisor to your customers. Acting within a TRIAD, you will also have a Client Executive responsible for commercial engagements and a Technical Account Manager responsible for support case oversight and technical aspects.
Gain a deep understanding of your customers and their operations within their respective retail sub-verticals. Understand why they selected Blue Yonder and how we can help them solve their supply chain challenges.
Build and maintain strong relationships with key executives and C-level stakeholders across both business and information technology (IT)
Develop Value Success Plans through collaborative discovery with your customers to identify key value measures that can be tracked to verify value across their solution landscape.
Work to ensure that your customers have fully implemented their contracted solutions and are adopting them into their business practices
Manage strategic connection cadences for each solution area within your assigned customers. While also maintaining regular internal touch points to maintain Blue Yonder customer focus and progress
Drive the internal development of the Executive Business Review (EBR) and Quarterly Business Review (QBR) materials and play the lead role in presenting them to your customers.
Identify and mitigate potential customer attrition within your customer product suite by facilitating key internal and external action plans
Manage customer renewals - Lead the renewal process for your assigned customers; ensure they are aware of the value achieved, rightsized for the future, and aware of solutions they may want to consider adding
Identify key upsell and cross-sell solutions and services expansion opportunities within your customer portfolio
Drive customer referenceability and by nurturing referenceable customers and facilitating the many reference opportunities they can participate in as part of the Customer Appreciation Program
Specific goals center on the following (Core KPIs)
Identifying and tracking of Verified Value Outcomes our customers are or have achieved with Blue Yonder solutions
Driving customer reference activities through our customer appreciation program
Initiating upsell and cross-sell opportunities within your assigned accounts
Mitigating customer attrition of the existing solution landscape
Driving executive customer engagement through strategic business reviews like EBRs and QBRs
Blue Yonder · Dallas