Service Experience Manager

Location: Buenos Aires, Buenos Aires AR

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Requisition Number: 211326

External Description:

SERVICE EXPERIENCE MANAGER (SEM)

Location: Buenos Aires, Argentina

  

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.

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 metrics. 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

 

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 on customer experience
  • Maintain client-related knowledge and share as needed with internal teams

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
  • 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
  • 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

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

Driving Customer/Teradata Growth

  • Articulate customer business needs to a cross-functional organization, with close relationships to Strategic Service Consultants, to improve/enhance existing offers or to create new services offers
  • Identify new opportunities within your territory/accounts to expand usage of Teradata solution set; Communicate such findings to account team with rationale and path forward

 

 

MINIMUM REQUIREMENTS AND QUALIFICATIONS

 

 

  • BA/BS or equivalent
  • 5+ years’ experience working in a customer-focused environment
  • 7+ years’ experience working in a technology company in a technical capacity
  • Prior experience with driving operational excellence at SaaS or data warehouse company
  • High-level technical knowledge of 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
  • 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
  • Able to drive successful delivery teams that continually evolve and improve our ability to execute on time and above expectations
  • Spanish /English fluent advanced level written and spoken. Portuguese will be a plus. 

CountryEEOText_Description:

City: Buenos Aires

State: Buenos Aires

Community / Marketing Title: Service Experience Manager

Job Category: Customer Support

Company Profile:

Our Company

Teradata (NYSE: TDC) is the leading multi-cloud data platform company for enterprise analytics, transforming how businesses work and people live through the power of data.

At Teradata, we are leading the data era. As enterprises address today’s digital economy, they are faced with new competition and consumer expectations and are turning to data to power their future. Teradata has worked with the largest companies in the world for 40+ years, bringing our experience and expertise to support global enterprises with their most demanding, mission-critical, complex, and large-scale data needs.  Teradata is recognized as a leader in the cloud, data, and analytics spaces by top analyst firms, Gartner and Forrester, and Fortune Magazine as well. 

Our connected multi-cloud data platform for enterprise analytics, Teradata Vantage™, is an extremely scalable, secure, and resilient offering that simplifies ecosystems by connecting data and making it easier to uncover insights from across the organization…regardless of where that data resides. With Vantage, we enable companies to modernize their data management, from start to scale. Every day, millions of users benefit from our open data platform. Empowering customers and partners to develop and build how they like, we enable hundreds of business outcomes and solutions, including improving customer experience and profitability, driving operational efficiency, realizing financial transformation, or achieving operational efficiency.

 As the world of data grows, we are the leader in enabling the future of connected businesses, powered by data intelligence. We are committed to delivering on this vision by following sustainable business practices and with a strong focus on diversity, equity, and inclusion. We believe that only by embracing diversity of identity, thought, background, expression, and perspective can we solve today’s challenges and reimagine tomorrow’s world.

Location_formattedLocationLong: Buenos Aires, Buenos Aires AR

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