Service Experience Manager

Employment Type

: Full-Time

Industry

: Miscellaneous



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Service Experience Manager
Remote, CA

The Teradata Service Experience Manager (SEM) serves as a trusted advisor to our customers and is dedicated to ensuring the success of their analytical ecosystem. The SEM will drive operational excellence at the stakeholder level through proactive actions and insights, building and maintaining strong relationships across Customer Support (CS), Managed Services (MS) and IntelliCloud/Engineering (IC). The SEM role is responsible for assisting customers on their transformational journey while helping them achieve business value and ROI from their investment, resulting in increased value, retention, and customer satisfaction.


The SEM is the single-point-of-contact across CS, MS, and IC, overseeing ongoing operational services, and monitoring performance against SLAs. The SEM will have a strategic oversight and support role regarding ongoing services and will bring industry-established rigor for operational excellence (ITIL/ITSM). The SEM will assess the position of Teradata customers regarding their journey to operational excellence according to ongoing shared metrics, the customer-specific environment, and operational service metrics as well as formal review processes, and propose recommendations to execute mitigation plans. The role will build on observed best practices across our diverse customer base and will drive adjustments in resources and/or processes as required.


Skills and Experience 

  • BA/BS or equivalent
  • 3+ years of experience working in a customer-focused environment
  • 5+ years of experience working in a technology company in a technical capacity
  • Prior experience with driving operational excellence at SaaS or data warehouse company
  • High-level technical knowledge of data warehouse products and services
  • Influential and collaborative with a cross-functional diverse workforce
  • Ability to prioritize and perform effectively in a highly dynamic work environment
  • Effectively grasp and distinctly explain technological and business concepts
  • Demonstrate strong problem-solving skills, process-driven mindset, and resourcefulness
  • Effective at leading and facilitating executive meetings and workshops
  • Strategic thinker with vision and the ability to identify granular details
  • Excellent verbal and written communication skills, with the ability to present technical ideas for non-technical audiences
  • Strong client management and change management skills
  • Passionate about customer success
  • Ability to drive successful delivery teams that continually evolve and improve our ability to execute on time and above expectations

  • Main Tasks & Key Responsibilities

    Drive Operational Excellence

  • Assess customer analytical environment based on business and technical needs, and provide recommendations to drive improved performance, consumption and customer ROI
  • Actively manage operational risk through proactive actions and insights
  • Facilitate collaboration and joint planning between Teradata services teams through the creation of a services community focused around customer experience
  • Maintain client-related knowledge and share as needed with internal teams

  • Manage Service Account

  • Provide a single point of contact for Teradata Services (MS, CS, IC) and third-party vendors that form part of our solution offering
  • Build a trusted-advisor relationship with customer teams, both executive and operational
  • Liaise with SMEs for technical information as needed for tactical and strategic operations
  • Manage proactive services and execution against contractual SLAs
  • Identify customer onboarding and training needs and advise on trainings to improve utilization and value

  • Manage and Track Customer Satisfaction

  • Improve the customer experience by driving cross-functional process improvements within Teradata and with customers
  • Articulate customer business needs to cross-functional organizations to improve, enhance existing offers or to create new services offers
  • Proactively survey 360-degree view of customer experience and determine ways to improve customer satisfaction
  • Consolidate and report customer results and forecasts

  • Manage Incidents and Events

  • Serve as a focal point for communication and incident management during critical events
  • Manage customer escalations cross-departmentally with communications to Teradata Executive Management
  • Oversee post-critical event reviews focused on root cause analysis and corrective actions 

  • Manage Service Delivery

  • Evaluate and communicate KPIs and system metrics, SLA achievement, and develop value-driven joint-roadmap activities via technical and executive reviews
  • Prepare and execute customer success plan to achieve customer desired outcomes
  • Drive self-service/best-in-class capabilities to predict and address operational challenges

  • Provide Technical Advice

  • Provide ongoing, high-level technical leadership and align services mission and strategy for customers across multiple Teradata service organizations
  • Oversee provision of best practice guidance for managing environments and system change activities

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