Customer Onboarding Manager

Requisition Number: 201464

External Description:

Customer Onboarding Manager

Teradata IntelliCloud

Location:  San Diego CA
 

The IntelliCloud organization delivers managed cloud solutions to our customers in a highly automated environment. The business is expanding rapidly and seeks flexible, adaptable change agents who will thrive in a highly dynamic environment. We are seeking an individual who is passionate in creating an exceptional customer experience.   You will help drive the effectiveness and efficiency of customer journey by defining, implementing and managing processes to scale.

 

Key Areas of Responsibility

• Lead a team of Customer Onboarding associates in managing the onboarding process for a portfolio of new customers simultaneously. Work directly with customers, account teams and cross-functional organizations to guide customers through their journey, ensuring a smooth and positive experience.
• Form relationships with process owners across organizations for continuous improvements of the customer journey. Potential improvement opportunities include leading cross functional teams with Field Solution Architects, the Cloud SWAT Presales team, Customer Support and the Cloud Concierge Post Sales team to programmatically improve the journey with documentation, customer forums and video training.

• Manage customer expectations, dependencies, and deliverables throughout the onboarding process to ensure key milestones are met on time and within scope. Recommend areas of improvement to IntelliCloud offers to SOM as a result of key learnings.
• Measure customer satisfaction via NPS for on-boarding process and on-going service delivery. Look for improvement opportunities as a result of the customer data. Programmatically track on-boarding milestones and seek to reduce the amount of time and improve customer NPS scores for each subsequent journey

• Work with Strategic Offer Management/IntelliCloud Engineering to arrive at the correct solutions for customer requests outside the standard offer. Articulate customer business needs to cross-functional organizations and drive delivery of best in class solutions.       Coordinate cross functional processes to deliver customer needs.

• Accountable for managing and coaching team members to create an engaging environment of high performance and continuous professional development

 

Skills & Attributes

• Proven strong people management and leadership skills with ability to plan, lead, and manage multiple competing complex projects
• Ability to effectively communicate with all levels of the organization, both orally and written
• Experience with managing multiple simultaneous complex projects
• Experience in a technical role supporting customers
• Experience building and delivering Cloud Services (IaaS, PaaS, SaaS)
• Knows to recognize and distinguish performance, capable of providing constructive feedback

• Self-motivated, team-oriented, very responsible, and focused on exceeding customer expectations

 

 

Qualifications

• Bachelor’s degree in a technical discipline
• 5+ years of experience managing customers in a SaaS environment. Customer implementation and onboarding experience strongly preferred.
• 5+ years of experience in an enterprise level customer-facing role
• 2+ Teradata database experience
• Understanding of Teradata architecture and supporting applications

 

Preferred Qualifications

• Master’s degree in Business Technology, Computer Science, Management Information Systems, or Business Administration
• Teradata Certifications
• AWS Certified Associate certification
• Azure Certifications

CountryEEOText_Description: Teradata invites all identities and backgrounds in the workplace. We work with deliberation and intent to ensure we are cultivating collaboration and inclusivity across our global organization. ​ We are proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, color, ancestry, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related conditions), national origin, sexual orientation, age, citizenship, marital status, disability, medical condition, genetic information, gender identity or expression, military and veteran status, or any other legally protected status.

City: San Diego

State: California

Community / Marketing Title: Customer Onboarding Manager

Job Category: Engineering

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.

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Location_formattedLocationLong: San Diego, California US