Sr Support Manager

Blue Yonder Title: Senior Support Manager (Cloud Applications /SaaS)

Key Responsibilities

• Escalation Management: Act as the primary point of contact for escalation management. Resolve conflicts and issues promptly to maintain positive customer relationships. Ensure best practices are employed in handling escalations.
• Customer Relationship Management: Build and maintain long‑term trust with customers by effectively communicating the value of Support Services. Interact directly with customers to address their concerns and improve relationships. Maintain customer confidence by setting and adjusting expectations as needed.
• Communication: Serve as a key resource and communicate to all other departments within the company. Communicate support guidelines, processes, and systems to customers and internal teams. Gather and disseminate information on department and company operational guidelines.
• Strategic Planning and Process Improvement: Co...