Technical Account Advisor bei Jda

What you’ll do:

• Overall ownership of the customer
• Produce and deliver monthly SLA reports to customers, and ensure SLA compliance*
• Ensure adherence to SaaS policies and procedures
• Escalation management and identifying customer success plan

Supports and owns where necessary customer escalations based on escalation criteria:
• Potential financial implications for customer
• SLA breach due to critical severity cases
• Disruption to customer’s business, likely due to multiple open cases / high severity cases
• Significant impact to customer go-live / major milestone
• Potential impact to commercial negotiation
• On-site JDA presence demanded by customer
• Involvement of C-level customer contacts
• Very low customer satisfaction
• Severity 1 issue

• Regular customer connects to review system health and open cases
• Monitor and report consumption and adoption metrics
• Maintain customer relationship and identify potential expansion opportunities
• Work towards making the customer a referenceable contact

Our Values

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

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.