Service Experience Analyst

Location: Tijuana, Mexico MX

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Requisition Number: 210258

External Description:

 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

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

CountryEEOText_Description:

City: Tijuana

State: Mexico

Community / Marketing Title: Service Experience Analyst

Job Category: Customer Support

Company Profile:

Teradata helps businesses unlock value by turning data into their greatest asset.  We’re the cloud data analytics platform company, built for a hybrid multi-cloud reality, solving the world's most complex data challenges at scale. Collectively, we endeavor to serve equal parts innovator and contributor. Because our mission isn’t just about the collection of data – it’s about revolutionizing the future of transportation to save lives, optimizing energy costs to make the planet a cleaner place, and using data to predict and identify cancer risks.

Location_formattedLocationLong: Tijuana, Mexico MX

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