Senior Service Experience Manager

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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.

Service Experience Manager

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
• 3+ years’ experience working in a customer-focused environment
• 5+ years’ experience working in a technology company in a technical capacity
• 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
• Fluent German language skills

Main Tasks & Key Responsibilities

Deliver Operational Excellence

• Complete sssessments of customer analytical environment based on business and technical needs, and provide recommendations to drive improved performanceand 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, 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 ustomer 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
• Overseepost-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