Service Experience Manager

Location: Prague, Praha CZ

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Requisition Number: 207917

Position Title: Service Experience Manager IV

External Description:

SERVICE EXPERIENCE MANAGER
for Commercial Customers in Germany, Austria and Switzerland

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

Manage Incidents and Events

  • Serve as a focal point for communication and incident management during critical events for Commercial customers in Germany, Switzerland and Austria (“DACH”).
  • Manage customer escalations cross-departmentally with communications to Teradata Executive Management
  • Oversee post-critical event reviews focused on root cause analysis and corrective actions 

Drive Operational Excellence

  • Serve as a focal point for communication and incident management during critical events for Commercial customers in Germany, Switzerland and Austria (“DACH”).

  • 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 Relationship

  • Provide a single point of contact for Teradata Services (MS, CS, IC) and third-party vendors that form part of our solution offering for Commercial Customers in DACH
  • 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 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
  • Consolidate and report customer satisfaction and delivery results

Manage Service Delivery

  • Project driven approach in Commercial customers sales activities (Moving to Cloud, Tech Refresh projects,…)
  • Prepare and execute in certain project a 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

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 and managing critical situations 
  • 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
  • Able to demonstrate strong problem-solving skills, process-driven mindset, and resourcefulness
  • Effective at leading and facilitating executive meetings and workshops
  • Excellent verbal and written communication skills, with the ability to present technical ideas for non-technical audiences
  • Language skills: Fluent in English and able to have critical customer escalation conversation – German speaking in addition is an advantage.
  • Project Manager know-how and experience
  • Strong client management and change management skills
  • Passionate about customer success
  • Able to drive successful delivery teams that continually evolve and improve our ability to execute on time and above expectations

 

 

CountryEEOText_Description:

City: Prague

State: Praha

Community / Marketing Title: Service Experience Manager

Job Category: Services

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: Prague, Praha CZ

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