Senior Manager, Global Customer Experience

Requisition Number: 201631

External Description:

Senior Manager, Global Customer Experience 

We are looking for a Global Customer Experience Senior Manager who will focus solely on ensuring our customer and employee experience with the Customer Support and Services organization is best in class. You will accomplish this by creating a standardized and seamless experience across Teradata Customer Support and Services. This experience includes all entry points for customers and employees for any services request. This will include but is not limited to, incident management, knowledge management, communities, self-service portal, and automation. The Global Customer Experience Director will work closely with the Global Business Process Director and the Global Technology Director to align with standardized processes and deployment requirements.

 

Teradata is embarking on a transformation journey to standardize and modernize our people, processes,and tools across Customer Support and Services. We are establishing "practice areas" to lead us through the transformation and to provide on-going operational support. The Global Customer Experience Director will be the custodian of ensuring we deliver a seamless, effortless, self-service, proactive, and efficient customer and employee experience.

 

Primary Responsibility

• Establish industry best-in-class customer and employee experiences for all interactions across Customer Support and Services
• Leverage Salesforce Service Cloud or ServiceNow to provide an integrated, seamless customer and employee experience
• Achieve and maintain a super-user level of expertise with tools and processes, proactively share that expertise, and apply it to the evolution of the core internal operational processes and tools
• Develop a strategic vision and direction for gathering input from the customers, services, sales, and other groups to establish and understand expectations
• Work with both the Global Business Process and Technology Directors to understand and represent the perspective and needs of the internal and external customer
• Define, log, prioritize and manage a backlog of enhancement work, ensuring that high priority items are worked first
• Work closely with Business Stakeholders to understand business need and requirements; produce mock-ups or wireframes to illustrate solution concepts
• Create and maintain user personas, use-cases, and business requirements documents
• Coordinate implementation of finalized processes or development efforts with management, training, documentation, and other relevant teams
• Set up process success criteria for monitoring
• Communicate new processes and changes to stakeholders, as they are made available. Work with the Global Customer Experience Director, Global Technology Director, Global Change Enablement Senior Manager, Teradata Customer Support, Product Development, Engineering, and other internal groups to ensure smooth installation and adoption.

• Coordinate and oversee testing across various groups.

 

Minimum Requirements

• Must be local to San Diego or willing to relocate
• 10+ years of experience in an enterprise Customer Services organization; preferably supporting Product, Solutioning, IT, or Consulting Services
• Experience in the following:
  • Working in an agile environment & familiar with agile principles
  • Salesforce Service Cloud or ServiceNow
  • Working in a cloud-based customer service environment
• Proven success in both external and internal customer engagement regarding change enablement initiatives
• Demonstrated strong and effective verbal, written, and interpersonal communication skillswith the ability to communicate technical concepts to non-technical audiences

 

What we offer you:

• A best-in-class compensation and benefits package
• The opportunity to live and work in one of the most beautiful cities in the Country (Relocation provided)
• The prospect of working for a global data analytics organization servicing the largest brands in the world

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: Senior Manager, Global Customer Experience

Job Category: Services

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: San Diego, California US