Sr Technical Account Advisor (Retail - Logistics Service Provider)

Blue Yonder•Scottsdale, AZ

2d•$125,000 - $160,000•Remote

About The Position

At Blue Yonder, our success is measured by the value our customers realize from our solutions. As a Sr Technical Account Advisor, you will serve as a trusted technical and operational partner to enterprise SaaS customers, helping them maintain healthy environments, navigate complex issues, and get more value from their Blue Yonder solutions. You will connect customer priorities with teams across Customer Success, Support, Cloud Operations, Product, Consulting, Sales, and Engineering. As Blue Yonder advances its Cognitive Solutions, you will also help customers understand and adopt AI-enabled capabilities that can improve operational efficiency, resiliency, and decision-making. You will support a portfolio of enterprise SaaS customers, balancing immediate operational needs with long-term customer success. You will monitor service performance, coordinate escalations, identify risks and adoption opportunities, and communicate effectively with technical and business stakeholders. This is a senior individual-contributor role with significant cross-functional influence and regular interaction with customer IT, business, and leadership teams. Our teams work with enterprise SaaS applications, cloud-hosted environments, operational analytics, service-management processes, and AI-enabled capabilities. Relevant technologies and concepts include predictive analytics, anomaly detection, generative AI, natural-language experiences, automated diagnostics, and agentic workflows.

Requirements

8+ years of combined experience across Technical Account Management, Customer Success, SaaS Support, Service Delivery, Solution Consulting, Program Management, or a similar customer-facing technical role.
Experience supporting enterprise SaaS applications, cloud-hosted environments, customer escalations, and service operations.
Knowledge of incident management, case management, SLA tracking, root-cause follow-up, and operational reporting.
Strong analytical and problem-solving skills, with the ability to interpret service trends, customer health indicators, and operational metrics.
Excellent ability to explain complex technical topics to technical and non-technical audiences.
Ability to manage multiple customers, priorities, and time-sensitive issues while collaborating across functions.
Foundational understanding of AI, machine learning, predictive analytics, generative AI, and responsible AI principles.
Bachelor’s degree or equivalent relevant experience in computer science, engineering, information systems, business, supply chain, or a related discipline.

Nice To Haves

Experience with Retail Logistics Service Providers.
Experience with supply chain, retail, manufacturing, logistics, warehouse management, transportation management, planning, commerce, or order management solutions.
Experience with Blue Yonder products or comparable enterprise supply chain platforms.
Familiarity with ITIL practices, cloud infrastructure, dashboards, BI tools, logs, or support analytics.
Experience preparing service reviews, executive summaries, customer health reports, or SLA reports.
Experience helping customers adopt AI/ML-enabled enterprise applications, predictive insights, digital assistants, or automated workflows.
A consultative approach and the ability to connect technical issues and product capabilities to customer business outcomes.

Responsibilities

Serve as a trusted technical and operational contact for assigned enterprise SaaS customers.
Monitor service health, SLA performance, case trends, backlog, adoption, and operational risks.
Coordinate across Customer Support, Cloud Operations, Product, Consulting, Engineering, Sales, and Customer Success to resolve complex customer issues.
Identify cross-sell and upsell opportunities and contribute to revenue expansion and account growth.
Manage escalations, critical incidents, root-cause follow-ups, and improvement plans through resolution.
Deliver clear service reviews, operational updates, and customer health insights to technical and business stakeholders.
Identify opportunities to improve product adoption, modernize customer environments, and expand the value customers receive from Blue Yonder solutions.
Help customers understand AI-enabled capabilities, including predictive insights, anomaly detection, automated diagnostics, and agent-assisted workflows.
Translate technical issues and operational data into clear business impact, recommendations, and next steps.
Build trusted relationships with customer stakeholders while promoting effective SaaS governance and support practices.