Blue Yonder Hiring For Practice Director – Customer Success at Bengaluru, Karnataka Full Time

Blue Yonder Title:
Director, Customer Success (SaaS)

Other Comparable titles:
Delivery Manager, Director of Support, Engagement Manager, Technical Account Director, Services Director, Program Manager, CSM Director

Overview:
Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor’s “ Best Places to Work ”

Seeking an astute individual that has a strong technical foundation and leadership qualities with customer facing experience. Leading by example and has a history of setting up successful teams.

Scope:
Responsible for SaaS customers including onboarding, run and maintain and accountable for the Annual Recurring Revenue handling a global customer base.

Manages the team who are customer facing and manage recruiting, coach and mentor members of the team to progress on their career paths.

Coordinates with key constituents outside of the team, including PMG, Sales, Support, Services, PD and customers.

Ability to drive escalation situations with customers and drive proactive account improvement plans through the team.

Drive NPS, References within SaaS customer base and deliver delightful customer experiences

Our current technical environment:
Software: Java, Springboot, Gradle, GIT, Hibernate, Rest API, OAuth

Application Architecture : Multi-tenant Microservices architecture and monolithic architecture

Cloud Architecture : MS Azure (ARM templates, AKS, HD insight, Application gateway, Virtue Networks, Event Hub, Azure AD), cloud networking

Frameworks/Others : AppDynamics, Sitescope, Zabbix

What you’ll do:
Oversees all performance management matters including formal performance reviews as well as frequent reviews, and scheduled one-on-ones with associates.

Drive development best practices and process methodology.

Manages the day-to-day team activities to ensure the team adheres to operational guidelines.

Hire, develop, and cultivate amazing people and teams.

Facilitates team associates in product/technology knowledge areas and triage techniques.

Motivates and mentors – develops an environment where associates work well together and are empowered, challenged and motivated.

Vigilantly focus on customer success and financial metrics

Lead decision-making and collaboration across a broad network of stakeholders, delivery partners, and operational teams.

Lead operational excellence and appropriate incident management and resolution.

Maintain and lead awareness of industry best practices and relevant technologies.

Leads by example inspires team to excel, promotes teamwork and high morale.

What we are looking for:
16+ years of experience in the industry with at least 5+ years of experience managing people and experience of leading layered reporting

Bachelor’s degree as a minimum qualification

Experience in the customer facing roles including but not limited to Services/consulting or Support organization

Lead large customer programs including implementation and run/maintain for the customer

Executive presence and exceptional interpersonal and communication skills

People oriented and has a track record of building successful teams

Extremely customer focused and can push the stakeholders above and beyond for driving customer satisfaction

Situational leadership skills to manage highly escalated customer situations and can drive customer success plans

Focus on Renewal process and drive NRR (Net Retention Rate)

Retail, Supply chain or Logistics domain experience is a plus

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 & Equality (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.