Service Experience Manager (SEM)
Location: Tokyo, Japan
Notice
Requisition Number: 204117
External Description:
Service Experience Manager (SEM)
The Teradata Service Experience Manager (SEM) serves as a trusted advisor to our customers and is dedicated to ensuring the success for 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 strategic oversight and support with regard to ongoing services and will bring industry-established rigor for operational excellence (ITIL/ITSM). The SEM will assess the position of Teradata customers in regard to their journey to operational excellence according to ongoing shared metrics, the customer-specific environment, and operational service metrices. The SEM will own the preparation and delivery of formal review processes, and propose recommendations that align with the customer’s strategy and partnership with Teradata. The role will build on observed best practices across our diverse customer base and will drive adjustments in resources and/or processes as required.
Primary 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 Relationship
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
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 execution of best practice guidance for managing environments and system change activities
Driving Customer/Teradata Growth
Articulate customer business needs to cross-functional organization, with close relationship to Strategic Service Consultants, to improve/enhance existing offers or to create new services offers
Identify new opportunities within your territory/accounts to expand usage of Teradata solution set; Communciate such findings to account team with rationale and path forward
Minimum requirements and qualifications
BA/BS or equivalent
3+ years’ experience working in a customer-focused environment
5-10 years’ 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 on data warehouse products and services
Influential and collaborative with a cross-functional diverse workforce
Able to prioritize and perform effectively in a highly dynamic work environment
Can effectively grasp and distinctly explain technological and business concepts
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: Tokyo
State: Tokyo
Community / Marketing Title: Service Experience Manager (SEM)
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: Tokyo, Tokyo JP