Director - Customer Support and Service Management

Director Support Assists Blue Yonder management, Sales and Consulting Services in interactions with prospective customers related to support opportunities. Directly interacts with customers to resolve conflicts and issues with the goal of improving and maintaining positive relationships with Blue Yonder Support Services. Instills confidence in customers that Support Services can plan, organize, execute and communicate a course of action to resolve their issues and maintain a long-term positive relationship. Interacts with team leads to develop proactive processes, plans and tasks to resolve customer issues. Proactively involved in on-going strategic development within Support Services and provides on-going feedback to senior management and Blue Yonder executive team on internal growth and quality initiatives. Leads the communication to Blue Yonder customers on the processes, guidelines and systems used by Blue Yonder Support Services to support customers. Manages appropriate teams to maintain a high level of satisfaction for the interaction customers have with Blue Yonder Support Services. Models positive interaction with other groups at Blue Yonder and serves as a key resource for all of Blue Yonder for customer support in the region. Participates in Blue Yonder management efforts to maintain high morale, low attrition and excellent teamwork across products and regions. Proactively manages customer issues and related potential attrition to ensure a high level of maintenance renewals. Provides mentoring to team leads, analysts and customer champions on their on-going interaction with customers and other Blue Yonder associates inside and outside Support Services. Responsible for achieving agreed to revenue and margin goals relative to the impact of software sales. Uses Blue Yonder solution and business process expertise to assist team leaders and analysts in performing their roles. Works with customers and other Blue Yonder groups to minimize maintenance credits. Works with Blue Yonder management to identify potential successors and assists in developing and managing resources to reach necessary goals. 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. Experience Level Executive Level