Customer Success Director

Requisition Number: 207740

External Description:

Position Overview – Director of Customer Success Management, Asia

The Director of Customer Success Management Asia is responsible for building, leading and developing a high-performing, expert team of Customer Success Managers charged with ensuring the promotion, adoption and utilization of Teradata solutions by our largest customers. Our Customer Success Managers are highly respected for their knowledge, skills and empathy to meet our customers’ business challenges through the use of data and analytics at scale. And as our customers rank among the best and largest in their industry, including leading financial institutions, manufacturers, Telcos, retailers, airlines, major government entities and others, this respect is hard earned. We believe the best way to achieve high value outcomes for our customers is to foster a community of people who love data and the world changing possibilities that analytics can provide.

You’ll be leading a team helping our largest customers with analytical solutions to their business challenges. Our Customer Success team operate as trusted advisors focused on ensuring the customers get access to the best knowledge of our solutions, Architectures, technical detail and delivery know how, that will ensure their success. The Customer Success team establishes and enhances customer relationships that promote retention and loyalty and provides technical expertise and a link to Teradata experts to assist customers in getting value out of their investment in Teradata.

You will be smart, adaptive, curious and consultative, with a great attitude and focused on helping your customers understand how analytics provides successful solutions for their business challenges. You will be a knowledge seeker, constantly searching and collaborating with colleagues, customers and partners. As the leader of the Customer Success Team, you will thrive on team work, ensuring your team work closely with our Account Executives, Business Consultants, delivery consultants, field engineers and the extended support organization. 

You are a good communicator, with an ability to see both the widescreen and the close-up of how technology provides solutions and opportunities for your customers. And when we say communicate, we mean you’ll be talking with everyone from the DBA to senior executives; comfortable and confident that you team will deliver the best possible solutions for your customer.

You will be a ‘trusted advisor’ to your clients; your technology leadership, experience, not forgetting your business skills, means you can seek out and develop opportunities for Teradata solutions that meet your customer’s needs. You will also keep up with our competitors’ capabilities, because your customer needs confidence in your understanding of their data challenges. We don’t expect you to be an expert in everything; in fact, we would prefer you to have wide and far-reaching knowledge and experience, with perhaps a specialism field or two that you are knowledgeable in. And whatever your particular experience, you can explain, demonstrate and deliver right across the board in your customer’s organization.

So, if your passion for real, deliverable solutions to some of the biggest data challenges in the world matches ours, and what we’ve said appeals to your sense of adventure, come and work for us. 

What you will be doing...

• You will support the APAC Sales Technology VP and the Global VP Customer Success in;
  • developing and executing strategies that increase the effectiveness of the Customer Success Management function
  • establishing the first Asia based Customer Success Management team focussed on our largest high touch customers in Singapore, India, China and Japan
  • expanding the Customer Success function across the Asia region beyond the initial largest high touch customers
• With local support, you will build and lead a motivated and mutually supporting team of Customer Success Managers based in China, Japan, Singapore and India, who are passionate about ensuring Teradata Customers gain business success through the adoption of Teradata technology
• Make sure that the Customer Success Managers in their reporting line are assigned to appropriate Accounts and assist them in developing “trusted advisor” status with key client stakeholders;
• You will help support the Customer Success Managers in their development of Customer Success plans that map out strategies, activities, metrics and architecture plans that drive consumption of Teradata solutions and services;
• You will be accountable for the success of the customers managed by your team and ensure that other functions and stakeholders throughout the Teradata organization are engaged because we want to make these customers even more successful;
• You will assess the strengths and weaknesses of the Customer Success Managers in their reporting line against the requirements of the accounts that they are assigned to and design and execute appropriate development plans;
• You will make sure that know-how and skills their teams are shared with peers and colleagues throughout the organization;
• Inspire confidence in Teradata software and services through your professionalism and expertise to ensure the customer is successful in their utilisation and adoption of Teradata technology
• Partner with other account team members on overall account planning and strategy 
• Partner with the account team and renewal managers to ensure renewals are completed on time as well as looks for opportunities for upselling.

 What skills are needed for ideal candidates

• Excellent organizational and cross culture people skills that enable a passionate and enthusiastic leader to manage, coach and develop an initial team of up to 9 senior experienced consultants;
• Have a proven track record as a people manager;
• Have at least 10+ years hands-on experience in architecting / designing / supporting / delivering analytic solutions for large enterprises in either a pre-sales or delivery role
• A clear, confident and persuasive communicator, who can make a clear and understandable logical argument and successfully defend their position
• Demonstrate ability to understand the customers’ needs and provide thought leadership to influence and build trust at different customer levels
• Have a keen interest and understanding of developments in the data and analytic technology world
• Have an excellent ability to multi-task and juggle priorities while ensuring you and the teams work life balance is kept in check
• Possess strong analytical and problem-solving skills, and, of course, be proficient in both written and spoken English
• Have a degree level qualification in Computer Science, Software Engineering, Mathematics, Management Information Systems or a related discipline

Teradata highly values diversity and equal opportunity in all aspects of our business. We are excited by the unique qualities, abilities and perspectives each person brings, and candidates are considered on all the attributes they may bring to the role and the team.

Grade and salary are commensurate with the demands of the role and based on skills and experience. And you can work from a local Teradata facility or virtually, depending upon your preference.

You will meet with customers and account teams in-person, and it is expected that there will be in the order of 30% Asia area international travel.  The role allows for working virtually and some flexibility of working hours in line with the immediate needs of your customers and the account team.

 

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: Singapore

State: Central Singapore

Community / Marketing Title: Customer Success Director

Job Category: Sales

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: Singapore, Central Singapore SG