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Customer Services Account Manager - Public Sector

Location: Canberra ACT, Australia

Notice

This position is no longer open.

Requisition Number: 200894

External Description:

COMPANY PROFILE

Teradata is the acknowledged global leader in data warehouse innovation and analytical solution development. Every day we raise our customers intelligence to higher levels, making them more focused and competitive by gathering enterprise information and extracting actionable insight.

Teradata elevates enterprise intelligence by giving every decision maker the insight required for smarter, faster decisions. We add value and reveal opportunity across more dimensions than any competing solution.

In every industry and geography, our technologies and expertise make the difference. Simply put, Teradata solutions make companies smarter and give them the competitive advantage to win. To learn more, please go to teradata.com

Position Description

The Services Account manager [SAM] primary responsibility is to support the Teradata account solution sales effort in positioning Teradata Analytics support service offers as well as overall delivery aspects of support services. 

The position requires a strategic view as well as an understanding of the day to day operational aspects of the customer. SAM will require proven expertise in liaising with senior executive levels in large multinationals and ability to hold influence in the matrixed service delivery organisation. Leadership is one of the crucial skills that is needed for the role, as SAM is required to mentor and directly or/and indirectly manage a team of Customer Service Representatives (CSR's), International Change Control analyst who deliver BAU support and infrastructure delivery services as well as Global Support Services Analysist who provide incident resolution support during BAU or project delivery.

The SAM is also responsible for identifying services that will help our customers meet their high availability requirements.  Identified service opportunities are discussed with the Sales team for further opportunity qualification. Identified opportunity/s scoping, proposal and SOW preparation from the Customer Services perspective is within SAM responsibility.

The SAM is also responsible for delivery scope management in accordance to support and maintenance contract. The SAM will participate in SLA and contract negotiations and will be required to manage contract renewal process.

The SAM is also accountable for leading the development of implementation, migration and upgrade plans as part of the sales process. Once an order has been received by the sales team, the SAM is responsible for full implementation of the order.

This is a customer facing role and may require some travel with-in the ANZ.

SAM will be reporting to Australia & New Zealand CS General Manager.

Key Responsibility areas:

The SAM job function focuses on 4 key areas:

  1. Support services consultancy
  2. Account management from Support services perspective
  3. Support services Delivery and Implementation management
  4. Team Lead with direct or indirect people management responsibilities

Support Services consultancy 

The SAM is responsible for understanding, communicating the support services to existing and new prospects. The SAM is expected to provide service offer expertise to assigned accounts within Teradatas strategic industries. The responsibility will also include 

  • Opportunity qualification, services scoping and proposal preparation.
  • Support and infrastructure related services pricing
  • Preparation of bid review materials relating to Support services.
  • Attend Bid Review Calls and obtain required approvals for support services
  • Negotiate services addendums/contracts & SOW,
  • Contract management Support and maintenance contract Renewals
  • Defend/Justify pricing in competitive & refresh situations
  • Understand customer environment [politics and competition]
  • Work with Account team in maintaining and aligning opportunities in Sales tools: Salesforce, Solution Sales outlook, Customer Services MRM pack
  • Attend Account Planning Sessions
  • Participate in CS and Account team calls; Weekly ANZ CS call; Weekly Account team call; Weekly CSO call, Weekly GSO call; Monthly ANZ CS operations call. Quarterly TSC international calls, Quarterly ANZ CS calls. 

Services Account management: Delivery/operations management

The SAM also performs delivery and management of post sales relationships with our customers.

The SAM is responsible for the overall Teradata platform availability, all technical issue management, escalation, resolution and technical leadership in the strategic planning and implementation of support services and change controls for the customer site.

Primarily, the SAM is responsible for managing support services delivery in a geographic territory and will work closely with the customers IT operations as well as provide strategic direction to internal service delivery groups. It is expected that support services delivery may be required across ANZ.

The SAM will coordinate all aspects of service delivery issues for the site with the local, regional, global and 3rd party support services teams. SAM will drive all Priority 1 incidents and hot issues for the customer site. This is a high availability business critical account management role and will require some after hours and weekend work as necessary for issue escalation and resolution management. Responsibilities will also include:

  • Manage Customer Escalation - Business Issues and technical
  • Participate on regularly scheduled customer calls & manage general customer correspondence
  • Effectively respond to external/internal customer inquiries, problems and/or other customer communication in a timely respectful and tactful approach
  • Develop positive relationships with Sales and peers
  • Perform Services delivery reviews as per CSM, make recommendations
  • Deliver customer support contractual entitlements
  • Critical problem management and escalation
  • Project management oversight
  • System installations & relocations; Teradata software upgrades and
  • Data migration; BAR related activities
  • Managing critical path timelines and dependencies
  • Manage inter project communications and escalations

Team Lead function

This role will be responsible for operational cell engineers who are required to supply on-site and remote support for Teradata Analytics platforms.  

Qualifications/Educational Requirements:

  • Minimum of 4 years experience in computer technology or related fields.
  • Strong written and oral communication skills in local language.
  • Proficient in the use of Microsoft Office components and personal computers (for generating the many reports required by the customer).
  • Have Government Security clearances or be eligible and willing to apply.
  • ITIL accreditation is highly desirable.
  • Project Management experience. PMI certification is highly desirable.
  • Current knowledge of the customer support services industry
  • Current knowledge of contract management
  • Experience in presenting and communicating to internal and external customers
  • Experience in financial planning, management and reporting
  • Experience with internal and external customer relationship management

Key Competencies/Skills:

  • Strong Operational Maturity and Incident Management Skills
  • Strong Documentation and presentation skills
  • Strong Leadership Skills and Organizational Skills
  • Excellent interpersonal skills and Relationship Management Capabilities
  • Politically Astute
  • Tenacity and ability to take control of an account or/and related issue
  • Honesty, Consistency, and Integrity (Reputation above reproach)
  • Develop and enforce account policies and procedures
  • Ownership of resolution to technical account and personnel issues
  • Negotiations skills and Conflict management
  • Ability to work under pressure
  • Ability to cope effectively with change, risk and uncertainty

CountryEEOText_Description: Why We Think You’ll Love Teradata We prioritize a people-first culture because we know our people are at the very heart of our success. We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We focus on well-being because we care about our people and their ability to thrive both personally and professionally. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.

City: Canberra

State: Australian Capital Territory

Community / Marketing Title: Customer Services Account Manager - Public Sector

Job Category: Customer Support

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: Canberra, Australian Capital Territory AU

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