Blue Yonder
Blue Yonder Title:
Sr Customer Success Advisor (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
Proactively support renewals discussions , along with the Renewals Team, to 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
What we are looking for 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
What we offer Access to market leading tools & technology to help drive your success
Work alongside an industry-leading team to help you drive intelligent and thought-provoking conversations
Ownership of the customer experience on your assigned accounts
The opportunity to learn and drive leading practices in customer success
The chance to define what customer success looks like in an environment with a diverse, industry leading supply chain offering
An environment to grow and develop a career in Customer Success and beyond, measuring what matters, including your personal & skillset development
Synonymous Business Title: Sr Customer Success Advisor *LI-AD1 #LI-remote ------------------------------------------- The salary range for this role is $145,000 - $165,000. The salary range information provided, reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors. In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position. At Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that includes: Comprehensive Medical, Dental and Vision
401K with Matching
Flexible Time Off
Corporate Fitness Program
A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more
At Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal opportunity employer. We understand that your career search may look different than others, and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience. 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 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.
Sr Customer Success Advisor (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
Proactively support renewals discussions , along with the Renewals Team, to 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
What we are looking for 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
What we offer Access to market leading tools & technology to help drive your success
Work alongside an industry-leading team to help you drive intelligent and thought-provoking conversations
Ownership of the customer experience on your assigned accounts
The opportunity to learn and drive leading practices in customer success
The chance to define what customer success looks like in an environment with a diverse, industry leading supply chain offering
An environment to grow and develop a career in Customer Success and beyond, measuring what matters, including your personal & skillset development
Synonymous Business Title: Sr Customer Success Advisor *LI-AD1 #LI-remote ------------------------------------------- The salary range for this role is $145,000 - $165,000. The salary range information provided, reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors. In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position. At Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that includes: Comprehensive Medical, Dental and Vision
401K with Matching
Flexible Time Off
Corporate Fitness Program
A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more
At Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal opportunity employer. We understand that your career search may look different than others, and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience. 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 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.