Service Experience Manager

Location: Taipei, Taipei TW

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Requisition Number: 212438

External Description:

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 a strategic oversight and support role 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 as well as formal review processes, and propose recommendations to execute mitigation plans. The role will build on observed best practices across our diverse customer base and will drive adjustments in resources and/or processes as required.

Skills and Experience 

  • BA/BS or equivalent
  • 8+ years’ experience working in a customer-focused environment
  • 8+ years’ experience working in a technology company in a technical capacity, cloud experience a plus
  • Prior experience with delivering operational excellence at SaaS or data warehouse company
  • knowledge of data warehouse products and services
  • Influential and collaborative with a cross-functional diverse workforce   
  • Ability to prioritize and perform effectively in a highly dynamic work environment
  • Awareness of technological and business concepts
  • Demonstrate problem-solving skills, process-driven mindset, and resourcefulness
  • Effective at leading and facilitating meetings and workshops
  • Project management skills and understanding of big picture vision and tasks/dependencies needed to achieve outcome
  • Verbal and written communication skills, with the ability to present technical ideas for non-technical audiences
  • Previous customer management experience and change management skills
  • Passionate about customer success

Main Tasks & Key Responsibilities

Deliver Operational Excellence

  • Complete assessments of customer analytical environment based on business and technical needs, and provide recommendations to drive improved performance and service experience
  • Apply technical knowledge to understand impact of service components to customer’s technical ecosystem
  • Actively track, identify, and manage operational risk through proactive actions and insights
  • Maintain client-related knowledge and share as needed with internal teams
  • Ensure contractual deliverables are executed on time and meet customer requirements

Manage Service Account

  • 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,
  • 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 trainings to improve utilization and value

Manage and Track Customer Satisfaction

  • Improve the customer experience by identifying and driving cross-functional process improvements
  • 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

  • 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 needed for technical and executive reviews
  • Contribute inputs needed for customer success plans to achieve customer desired outcomes
  • Adopt self-service/best in class capabilities to drive improvements

CountryEEOText_Description:

City: Taipei

State: Taipei

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: Taipei, Taipei TW

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