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Program Director/Service Experience Manager

Location: Philippines

Notice

This position is no longer open.

Requisition Number: 212869

External Description:

The Teradata Program Director/Service Experience Manager (PD/SEM) serves as a trusted advisor to our customers and is dedicated to ensuring the success for their analytical ecosystem. The PD/SEM will drive operational excellence at the stakeholder level through proactive actions and insights, building and maintaining strong relationships across Consulting Services (CS) Customer & Success Services  (CS&S), Managed and Success Services (M&SSS). The PD/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 PD/SEM is the single-point-of-contact across CS, CS&S and M&SS, overseeing ongoing consulting engagements, operational services, and monitoring performance against SLAs. The PD/SEM will have strategic oversight and support with regard to ongoing services and will bring industry-established rigor for operational excellence (ITIL/ITSM). The PD/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. The PD/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 around customer experience
  • Maintain client-related knowledge and share as needed with internal teams
  • Own and drive the identification and implementation of Service Improvement Plans (SIPs)
  • Lead strategic initiatives in partnership with customers to achieve desired business outcomes

Manage Service Relationship

  • Provide a single point of contact for Teradata Services (CS, CS&S, M&SS) and third-party vendors/partners/resellers/distributors 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 trainings to improve utilization and value
  • Work in collaboration with Teradata account team (Account Executive, Client Services Executive, Solution Architect, Renewal Manager, Customer Succes Manager) and partners to achieve account plan goals, objectives, strategies and execute tactics.

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 cross-functional organization, with close relationship 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
  • 3+ years’ experience working in a customer-focused environment
  • 5-10 years’ experience working in a technology company in a technical capacity
  • Prior experience with driving operational excellence at SaaS, PaaS or data warehouse company
  • High-level technical knowledge on 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
  • Solid experience and knowledge of the Telecommunications industry is an advantage

CountryEEOText_Description:

City: TAGUIG CITY

State: National Capital Region

Community / Marketing Title: Program Director/Service Experience Manager

Job Category: Consulting

Company Profile:

Our Company

Teradata is the connected multi-cloud data platform for enterprise analytics company. Our enterprise analytics solve business challenges from start to scale. Only Teradata gives you the flexibility to handle the massive and mixed data workloads of the future, today.

The Teradata Vantage architecture is cloud native, delivered as-a-service, and built on an open ecosystem. These design features make Vantage the ideal platform to optimize price performance in a multi-cloud environment.

LinkedIn Remote:

Location_formattedLocationLong: TAGUIG CITY, National Capital Region PH

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