Job Description
The Technical Account Manager (TAM) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAMs maintain ownership of the customer JDA SaaS solution environment.
They support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.
Collaborate with the CSM to drive adoption and satisfaction
Produce and deliver monthly SLA reports to customers, and ensure SLA compliance*
Ensure adherence to SaaS policies and procedures
Own inbound customer calls / case handling
Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.)
Own disaster recovery process and issue resolution
Responsible for proactive technical guidance for all JDA and customer IT projects
Create and own Customer Success Plans for relevant stakeholders
Collaborate & coordinate effectively with all JDA internal dept’s (Consulting, PD, ...
They support Customer Success Managers (CSMs) to ensure customer satisfaction through service delivery planning and execution.
Collaborate with the CSM to drive adoption and satisfaction
Produce and deliver monthly SLA reports to customers, and ensure SLA compliance*
Ensure adherence to SaaS policies and procedures
Own inbound customer calls / case handling
Drive all service management activities (incidents, change requests, enhancement requests, RCAs, customizations, etc.)
Own disaster recovery process and issue resolution
Responsible for proactive technical guidance for all JDA and customer IT projects
Create and own Customer Success Plans for relevant stakeholders
Collaborate & coordinate effectively with all JDA internal dept’s (Consulting, PD, ...
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