Service Experience Manager (SEM)

Location: Tokyo, Tokyo JP


This position is no longer open.

Requisition Number: 204117

Position Title: Customer Srvcs Rep (V)

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




City: Tokyo

State: Tokyo

Community / Marketing Title: Service Experience Manager (SEM)

Job Category: Customer Support

Company Profile:

Considering COVID-19, we are still hiring but conducting virtual interviews to keep our candidates and employees safe. Many roles will be temporarily remote or work from home to comply with current safety regulations. These roles will be required to be in the office once it is safe or restrictions are lifted. Read more on our response here: Teradata Response to COVID-19 

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Location_formattedLocationLong: Tokyo, Tokyo JP


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