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Service Experience Manager

Location: Antony, France


Requisition Number: 215434

External Description:

Service Experience Manager

Teradata seeks to appoint a new and key team member to assist in building on the successes of the existing team. 

From a career perspective, this opportunity represents the right company, the right solution, right time, right place, right team.  What’s needed is the right person. If this is of interest, we would be delighted to receive your application.


At Teradata the 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), Cloud and Engineering (Eng.). increased value, retention, and customer satisfaction.

The SEM responsibility is 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 and to be the single point of contact contact across CS, MS, cloud and Eng., overseeing ongoing operational services, and monitoring performance against SLAs

You will have a strategic oversight and support role with regard to ongoing services and will bring industry-established rigor for operational excellence (ITIL/ITSM), formal review processes, and propose recommendations to execute mitigation plans. You 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
  • Experience working in a customer-focused environment
  • 3+ years’ experience working in a technology company in a technical capacity
  • Prior experience with delivering operational excellence at SaaS or data analytics company
  • knowledge of data warehouse and data analytics 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
  • Fluent English and French language skills
  • Experience with ServiceNow, SalesForce and FinancialForce tools


You will have the following 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
  • 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, Cloud, Eng.) 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



We offer a competitive salary, completion bonus, benefits and a good work/life balance.


Teradata is not your average place to work: inspiring and passionate people; a dynamic, relaxed and collaborative culture. A chance for you to join an organisation with ambitious growth targets, where you can make your mark and shape the future



Teradata highly values diversity and equal opportunity in all aspects of our business. We are excited by the unique qualities, abilities, and perspectives each person brings, and candidates are considered on all the attributes they may bring to the role and the team.


City: Antony

State: Ile-de-France

Community / Marketing Title: Service Experience Manager

Job Category: Customer Support

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: Antony, Ile-de-France FR


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