Service Experience Analyst

Location: Tijuana, Mexico MX


Requisition Number: 208273

Position Title: Service Experience Manager I

External Description:

Service Experience Analyst
Location: Open to remote but prefer Tijuana, BC, Mexico (Zona Rio)

The Group
The Teradata Service Experience Manager (SEM) team serves as trusted advisors to our customers and is dedicated to ensuring the success of their analytical ecosystem. The SEM team drives 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).

Your Role
As a Service Experience Analyst, you will be responsible for providing key deliverables and insights to support customers on their transformational journey, while helping them achieve business value and ROI from their investment, resulting in increased value, retention, and customer satisfaction.

Your Background

  • Fluent in English and Spanish (Verbal and written communication skills) and the ability to present technical ideas for non-technical audiences
  • Bachelors Degree or equivalent experience
  • USA B1 Visa (or ability to obtain)
  • 1-2 years of experience working in a technology company in a technical capacity
  • Ability to prioritize and perform effectively in a highly dynamic work environment
  • Demonstrate problem-solving skills, process-driven mindset, and resourcefulness
  • Knowledge of data warehouse products and services
  • Passionate about customer success
  • If you are located in Tijuana, you will be required to come into the office 

What You’ll Do
Contribute to Operational Excellence

  • Complete assessments of customer analytical environment based on business and technical needs, and provide data to support recommendations
  • Actively track and identify operational risk through proactive actions and insights
  • Maintain client-related knowledge and share as needed with internal teams
  • Execute routine deliverables on-time and meet service delivery requirements
  • Apply technical knowledge to understand the impact of service components to customer’s technical ecosystem

Manage and Track Customer Satisfaction

  • Provide reports and data to support the 360-degree view of customer experience and identification of customer satisfaction improvements
  • Consolidate and report customer results and forecasts

Manage Incidents and Events

  • Support communication and incident data requests
  • Support customer escalations cross-departmentally with communications to Teradata Executive Management
  • Support post-critical event reviews focused on root cause analysis and corrective actions

Manage Service Delivery

  • Report and track KPIs and system metrics, SLA achievement needed for  technical and executive reviews
  • Contribute inputs needed for customer success plans to achieve customer desired outcomes


City: Tijuana

State: Mexico

Community / Marketing Title: Service Experience Analyst

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


© 2020, Teradata. All rights reserved. | Privacy | Terms of Use | Fraud Alert | Tracking Consent | Teradata is an Equal Opportunity Employer |