• Models positive interaction with other internal groups at Blue Yonder and acts as a key contact for functional discussions as it relates to the Merchandise Operations solution • Provides oversight and mitigation to help manage escalations from Tier 1 / Tier 2 Blue Yonder customers • Interacts directly with Blue Yonder’s Merchandise Operations customers to develop a strong relationship and a clear understanding of processes, functions, integrations, etc. • Demonstrates excellence in service delivery to maintain a high level of customer satisfaction (CSAT) and runs point in turning around customer situations to drive stabilization • Acts as point of reference for end-to-end enterprise level solution knowledge related to business and data flow across entire supply chain suite (i.e. Merchandise Operations, Cognitive Forecasting, Allocation, Replenishment, SCPO, WMS, TMS, CatMan, etc) • Provides guidance on Root Cause Analysis process to help team reduce ongoing and repeat Incidents • Proactively suggests and gets involved in organizational initiatives contributing to the global processes to achieve success for Blue Yonder, its associates, and customers • Participates in management-led efforts to maintain high morale, low attrition, and collaboration globally and across internal functions • Assists other team members with process improvement and current situation analysis exercises • Conducts functional analysis sessions with clients and/or the project team to understand the functional and technical needs of the client and develops business solutions to meet those needs. • Provides a variety of functional support to the project team; including requirements gathering and documentation, solution configuration, end-user and train-the-trainer knowledge transfer, quality assurance/design review, operations consulting, troubleshooting, system testing, etc. • Provides functional expertise on development projects. • Works with appropriate parties to ensure issues are resolved. • Works with Blue Yonder Management to provide timely, appropriate level of communication with respect to the work assigned • Works with project team to understand and help to refine and define project functional requirements from business needs. • Diagnoses business and technical expectations on a project. • Works with the appropriate parties to effectively estimate project timelines.