Technical Account Advisor German Speaking

Blue Yonder Group; Karlsruhe; Vor Ort; EUR 50.000 - 65.000; Vollzeit

Zusammenfassung

A leading technology firm in Karlsruhe is seeking a Technical Account Advisor who is fluent in German to ensure customer satisfaction through timely resolutions of technical and operational cases. You will collaborate closely with Customer Success Managers and maintain ownership of the customer SaaS solution environment. The ideal candidate will have strong communication skills and experience in technical account management, aiming to improve customer satisfaction and operational efficiency.

Qualifikationen

• Must be business fluent in both English and German.
• Experience in technical account management or related field.
• Strong customer service and relationship management skills.

Aufgaben

• Ensure timely resolution of technical and operational cases.
• Collaborate with Customer Success Managers for customer satisfaction.
• Drive all service management activities including incident handling.

Kenntnisse

Business fluency in English

Business fluency in German

Technical guidance

Customer satisfaction management

Jobbeschreibung

Technical Account Advisor German Speaking page is loaded## Technical Account Advisor German Speakinglocations: Karlsruhetime type: Full timeposted on: Posted 7 Days Agojob requisition id: 253101Technical Account Manager - German SpeakingThe Technical Account Manager (TAM) is responsible for ensuring timely and satisfactory resolutions of all technical and operational cases. TAMs maintain ownership of the customer Blue Yonder 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 Blue Yonder and customer IT projects Create and own Customer Success Plans for relevant stakeholders Collaborate & coordinate effectively with all Blue Yonder internal dept’s (Consulting, PD, Onboarding, Solution, Service Management, etc.) for faster resolution of issues Collaborate with Cloud Onboarding Manager to track and approve transition from Implementation to Delivery Provide technical / feature-specific advice Prepare for and participate in business reviewsPrimary KPIs: 1. Customer Health: SLA performance management Operational efficiency improvement (incl. time to resolve account or CED escalations, backlog, etc.) 2. Customer Satisfaction: NPS / CSAT scores, % customer retention, attrition, and churn 3. Advocacy: % Growth in reference-able customersSecondary KPIs: 1. Adoption: Deployment, utilization, and value realization 2. Commercial Growth 3. Annual recurring revenue(Base revenue + pricing + upsell and cross-sell revenue – churned revenue) Generating leads to help with up-selling and cross-selling Must be business fluent in English and German**Our Values**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.