Project Manager, Customer Support & Services

Location: Tijuana, Mexico MX

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Requisition Number: 208139

Position Title: Program Management Specialist (IV)

External Description:

Project Manager, Customer Support & Services
Location: Tijuana, BC, Mexico (Zona Rio)

The Services Operational Excellence - Offer Engineering team translates the service offer concepts prioritized by Product Management into implementable plans for delivery and operations by the Customer Support & Services (CS&S) Organization. This role is responsible for the creation, operationalization, and enhancement of Teradata’s CS&S service offers to include delivery methodology, processes, and workflows, roles and responsibilities, tools, training, and customer-facing materials needed to deliver a service in a way that exceeds customer value expectations. This team will operationalize an overall portfolio of Teradata offers that drive annual recurring revenue (ARR) growth aligned with the overall corporate strategy.     

This role will coordinate cross-functional projects across the global CS&S teams and other Teradata organizations to ensure customer focus and efficiency in the delivery of services globally.

Key Areas of Responsibility

  • Services Delivery Methodology – Follow the defined methodology for building Service Offers prioritized on the Product Management roadmap to create plans to build the required assets in partnership with global project teams to enable CS&S for measurable success
  • Services Enablement for the Delivery Organizations – Design and deployment of formal/informal training on Service Offers for the global and regional delivery resources, Service Experience Managers and Services Account Manager/CFL team
  • Services Practice Standards - In collaboration with key stakeholders, identify and support global adoption of industry best practices and standards across key roles in the CS&S organization and delivery partners
  • Services Measurement – Define requirements for measuring the success of each Service Offer, Tool, and Process to enable a data-driven approach to improve
  • Maintain close and productive working relationships within CS&S and across Teradata including the GSO, field MS resources, and GDC sub-practice teams. He/she will ensure our SAMs and SEMs understand the delivery details enough to set proper expectations with our customer base
  • Manage multiple projects to meet aggressive deadlines with multiple stakeholders using an in-depth understanding of key technologies such as as-a-Service, Cloud, and delivery methodologies like ITIL/DevOps/CICD   

Qualifications

  • Strong English Communication 
  • USA B1/B2 Visa (or the ability to obtain as a condition of employment)
  • 3-7 years of Product/Program Management experience taking a service/product from concept to deployment through end of life
  • Customer, Cloud, aaS, and/or Managed Services Delivery Practice Experience
  • Experience working with a broad internal supply chain including engineering, marketing, training
  • Experience working with resources in an offshore delivery center
  • Experience creating customer-facing materials (marketing, training, PowerPoint decks, announcements, etc.)
  • BS/Masters in Computer Science, Information Systems or related business degree
  • Strong client interfacing, relationship building, and consulting skills

Preferred Qualifications and Experience

  • Practical knowledge of analytics and data warehousing 
  • Services Product Management experience
  • Process documentation and requirements gathering experience
  • Lean Certification
  • Agile/Scrum Certification

Key Stakeholders

  • CS&S Delivery Organizations: GSO/CSO, SEMs/CSRs, Cloud Ops, MS Ops, regional delivery
  • Product Management and Services Product Management
  • GTM organizations, particularly the SAMs

CountryEEOText_Description: Teradata invites all identities and backgrounds in the workplace. We work with deliberation and intent to ensure we are cultivating collaboration and inclusivity across our global organization. ​ We are proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, color, ancestry, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related conditions), national origin, sexual orientation, age, citizenship, marital status, disability, medical condition, genetic information, gender identity or expression, military and veteran status, or any other legally protected status.

City: Charlotte

State: North Carolina

Community / Marketing Title: Project Manager, Customer Support & Services

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: Tijuana, Mexico MX

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