Customer Success Manager (SCM)

The Customer Success Manager is responsible for their customers’ overall adoption journey. CSMs coordinate with cross-functional internal teams on behalf of their customers to drive value, promote customer satisfaction, and increase deployment and utilization. They engage customer stakeholders and act as a trusted point of contact for their assigned accounts.

Job Description

Key responsibilities include but not limited to:

• Drive customer success strategies into their customers so achieving adoption and expertise within Blue Yonder solutions.
• Serve as primary point of contact for any non-commercial relations and general escalation management
• Monitor and drive adoption metrics (i.e. 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 their accounts, identifying cross-selling, and up-selling opportunities
• Identify strategic risks and take action for resolution

Specific goals center on the following:

• Customer adoption of SaaS technology
• Customer reference ability including speaking at Blue Yonder events, case studies etc
• Customer SaaS solution expansion
• Driving value for clients via specific QBRs leveraging Value based metrics of clients SaaS solutions

Key activities include:

• Communicating with senior executives at strategic accounts
• Develop customer success roadmap
• Conduct scheduled customer check-ins
• Drive periodic business reviews
• Monitor customer performance and relationships.
• Establish role as trusted advisor
• Liaise with Blue Yonder internal resources as required
• Curate for their customers appropriate product and industry information, and relevant Blue Yonder news.
• Oversee customer success value metrics workshops

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 & Equity (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.

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