Customer Success: Operate / Support / Deploy
About Blue Yonder (formerly known as JDA Software)
Blue Yonder is the world’s leading, end-to-end, digital supply chain platform provider, enabling companies to better predict, optimize and fulfill customer demand. Blue Yonder empowers companies to dynamically improve business planning and execution to drive more autonomous, profitable business outcomes and reimagined customer experiences. With Blue Yonder, you can Fulfill your Potential.TM Visit blueyonder.com.
Blue Yonder TMS/WMS & Supply Chain.
Architect for Blue Yonder Transportation Management System (TMS) product and executes support service delivery for cloud and support Blue Yonder customers
Works with the customer to ensure customer satisfaction and manage customer escalations
Works with project team to ensure smooth and efficient implementation and integration between technical and functional system requirements
Ensure adherence to the engagement service SLAs & KPIs
Creates service delivery strategy and plans, resource plans, and manage delivery risks and issues.
Provides and leads idea for innovation and continuous improvement in service delivery
Ensures that the solution team is trained on and follows support guidelines, processes and systems.
Manages a team of up to 5 in a Customer Success Organization
Owns competence development of team to sustain and improve service delivery capability
Drive collaboration with Product Development and Product Management groups to ensure training and readiness for new product releases and to improve product stability by providing customer feedback and inputs on product issues
Drives improvement in employee and team engagement level proactively
Well versed in IT support service delivery practices
Consistently review and improve the productivity of the team
Automation, Lean Process and associate skill development will be the key focus.
Lead from front during escalations and manage internal and external stake holders
Readiness to be on-call and work flexible hours, which includes (Evenings, Weekends) as situation demands
Desired skills and experience:
Total 8-10 years of overall IT experience
Minimum 2 years as IT Support/Service Manager
2-3 years’ experience of People Management
Transportation/Logistics Knowledge Preferable
Strong Supply Chain domain experience
Possess Strong Techno-Functional Expertise
Data Science, Agile, Azure, AI/ML is a plus
SQL, PL/SQL, MOCA, ABPP, BA Cognos, Power BI, OS, DB Maintenance Jobs, Debugging & Trouble shooting knowledge
Tech Savvy able to adapt to any technology faster
Experience of managing ERP products is preferred
Provide technical and solution leadership during Critical/Major issues.
Any other IT Support Management certification would be preferable
Experience in the following technologies (better to have more than one) Database Development (Oracle PL/SQL or MSSQL), Application Server (Weblogic/Tomcat), Informatica, Cognos, Mulesoft, Azure Admin/Developer
Good to Have Next Gen Skills:
Should have strong flair for technology and had/have hands on expertise in debugging/analyzing code in any of the programming languages (Java)
Should contribute towards continual improvement to enhance customer experience using the NextGen technology skills (AppDynamics, Splunk, MuleSoft, Python, AI/ML, Azure)
Supply Chain Nation
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
Check out Blue Yonder's blog - Supply Chain Nation - the platform for supply chain trends and innovations.
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.