Job Title: Manager - Support (Blue Yonder Planning Solutions)

Company: Blue Yonder

Location: Coimbatore, Tamil Nadu, India

About the Job:

Blue Yonder is a leading provider of AI-driven supply chain solutions, and we are looking for an experienced and dedicated Manager - Support to join our team in Coimbatore. This role is crucial for ensuring the smooth and efficient operation of various Blue Yonder Planning solutions (Demand, Fulfillment, Supply Planning) across our diverse retail and manufacturing clientele. You will be a key player in our steady-state support operations, collaborating closely with cross-functional teams including Product Development and Consulting Services.

If you have a strong background in supply chain planning software, exceptional problem-solving abilities, and a passion for customer success, we encourage you to apply.

Scope of the Position:

This position is focused on providing comprehensive technical and non-technical support for Blue Yonder's Planning solutions during the steady-state period. The successful candidate will serve as a primary point of contact for users, ensuring system functionality, data integrity, and overall customer satisfaction.

Our Current Technical Environment:

Software: Blue Yonder Demand, Blue Yonder Fulfillment, Blue Yonder ESP (Enterprise Supply Planning), Blue Yonder Inventory Optimization

Cloud Architecture: Microsoft Azure

Frameworks/Others: PL/SQL, RDBMS (Relational Database Management System)

What You'll Do:

Solution Understanding: Develop a deep understanding of implemented Blue Yonder planning solutions and products for designated customers.

Issue Analysis & Resolution: Analyze complex technical and functional issues, identify root causes, and provide permanent solutions to problems, ensuring long-term stability.

SLA Adherence: Ensure all customer cases are addressed and resolved within the agreed-upon Service Level Agreements (SLAs) based on severity.

Continuous Learning: Complete assigned product certification courses to enhance expertise and stay updated with product advancements.

Knowledge Management: Document learnings, best practices, and resolutions to build and maintain a comprehensive knowledge base for the team and customers.

Proactive Issue Mitigation: Provide early visibility into potential technical challenges and proactively identify mitigation strategies throughout the solution's lifecycle.

Product Representation: Confidently represent Blue Yonder's products and portfolio, including vision, functional, and technical roadmaps, both internally and, when necessary, to strategic customers.

Solution Design Collaboration: Act as a key stakeholder during the solution design phase, gaining a thorough understanding of the specific solution scope and process flow for each customer.

System Stabilization: Collaborate with Solution and Technical Architect(s) to ensure the stability and optimal performance of the implemented systems.

Design Enhancement: Propose and implement enhancements or changes to the solution design based on new business requirements from customers.

Customer Single Point of Contact: Serve as the single point of contact for all customer requests related to the designated solution.

Rollout & Change Management: Manage and support new solution rollouts/deployments and effectively handle change requests and enhancements.

KPI Improvement: Proactively identify opportunities to improve various Key Performance Indicators (KPIs) for the customer's supply chain operations.

Cross-Functional Collaboration: Work effectively with appropriate internal parties, including Product Development and Consulting teams.

What We Are Looking For:

Education: Bachelor's degree (minimum).

Experience: Minimum of 9 to 14 years of experience in Product Support or Implementation Support, specifically within the supply chain planning domain.

Product Expertise: Hands-on experience in implementing and/or supporting Demand & Fulfillment products for multiple customers.

Analytical & Problem-Solving Skills: Strong analytical capabilities, excellent problem-solving skills, ability to provide alternative solutions, conduct thorough root cause analysis, strong testing skills, and the ability to make thoughtful and well-reasoned proposals.

Business Acumen: Deep understanding of customer business processes within Retail and Manufacturing verticals, particularly related to supply chain planning.

Supply Chain Software Exposure: Experience working with other Supply Chain Planning software like SAP-IBP/APO, o9, Kinaxis, Relex is a significant advantage.

Performance Tuning: Knowledge and experience in performance tuning techniques is an added advantage.

Technical Understanding: Strong understanding of the technical requirements for the assigned product line.

Platform Knowledge: Understanding of various technical platforms and infrastructures (e.g., Azure).

Blue Yonder Product Suite Knowledge: Ability to understand Blue Yonder's comprehensive product suite and effectively convey relationships and touch-points to customers.

Availability: Willingness to work as per the organization's needs and skill set requirements