Service Experience Manager, Cloud

Location: North Sydney, New South Wales AU

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This position is no longer posted.

Requisition Number: 207785

Position Title: Service Experience Manager IV

External Description:

Service Experience Manager – Cloud

The Teradata Service Experience Manager (SEM) serves as a trusted advisor to our customers and is dedicated to ensuring the success of 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.

This SEM is the single escalation point-of-contact for CS&S across all cloud environments in the APAC, overseeing ongoing operational services, and monitoring performance against SLAs. The SEM will have a strategic oversight and support role regarding ongoing services and will bring industry-established rigor for operational excellence (ITIL/ITSM). The SEM will assess the position of Teradata customers regarding their journey to operational excellence according to ongoing shared metrics, the customer-specific environment, and operational service metrics as well as formal review processes, and propose recommendations to execute mitigation plans. The role will build on observed best practices across our diverse customer base and will drive adjustments in resources and/or processes as required.

Skills and Experience 

  • BA/BS or equivalent
  • 3+ years of experience working in a customer-focused environment
  • 5+ years of experience working in a technology company in a technical capacity
  • Prior experience with driving operational excellence in cloud environments (SaaS or data warehouse company preferred)
  • High-level technical knowledge of data warehouse products and services
  • Influential and collaborative with a cross-functional diverse workforce   
  • Ability to prioritize and perform effectively in a highly dynamic work environment
  • Effectively grasp and distinctly explain technological and business concepts
  • Demonstrate strong problem-solving skills, process-driven mindset, and resourcefulness
  • Effective at leading and facilitating executive meetings and workshops
  • Strategic thinker with vision and the ability to identify granular details
  • Excellent verbal and written communication skills, with the ability to present technical ideas for non-technical audiences
  • Strong client management and change management skills
  • Passionate about customer success
  • Ability to drive successful delivery teams that continually evolve and improve our ability to execute on time and above expectations



Main Tasks & Key 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
  • Establish a strong integration into cloud operation teams feeding field requirements along with documenting best practices and training

Manage Service Account

  • Provide a single point of contact for Teradata Cloud Services as it relates to MS, CS, 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 training 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
  • Articulate customer business needs to cross-functional organizations to improve, enhance existing offers or to create new services offers
  • 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 
  • Key escalation point for all cloud-related opportunities in the field

 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 provision of best practice guidance for managing environments and system change activities

 

CountryEEOText_Description:

City: North Sydney

State: New South Wales

Community / Marketing Title: Service Experience Manager, Cloud

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 

With all the investments made in analytics, it’s time to stop buying into partial solutions that overpromise and underdeliver. It’s time to invest in answers. Only Teradata leverages all of the data, all of the time, so that customers can analyze anything, deploy anywhere, and deliver analytics that matter most to them. And we do it at scale, on-premises, in the Cloud, or anywhere in between.

We call this Pervasive Data Intelligence. It’s the answer to the complexity, cost, and inadequacy of today’s analytics. And it's the way Teradata transforms how businesses work and people live through the power of data throughout the world. Join us and help create the era of Pervasive Data Intelligence.

Location_formattedLocationLong: North Sydney, New South Wales AU

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