01Overview
What Youll Do
- Provide excellent customer experience and solution support to Blue Yonder customers with end-to-end ownership, proactive and cutting-edge approach
- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.
- Own Tier 1 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service
- Early engagement in Tier 1 customer implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.
- act as Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD.
- consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
- build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
- Excellent customer experience and solution support to Blue Yonder Customers with innovative/proactive approach and customer value creation
- Delivers excellent customer experience by
i driving resolution customer issues mostly of high complexity and criticality including non-functional / performance related issues.
ii provides direction and inputs for Root Cause analysis and proposes prevention ideas.
iii guides/assists team members to resolve medium complexity issues.
- Owns customer solution for Tier 1 customers.
i Positively collaborates with TAM and supports consumption/adoption improvement plans
ii Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and pro-activeness
- Early engagement in tier 1 customers implementation projects to gain good understanding .
