Service Experience Manager

Requisition Number: 216386

External Description:

Service Experience Manager

Teradata’s Service Experience Managers (SEMs) are dedicated to helping our customers achieve operational excellence for their analytical ecosystem, which will drive customer satisfaction and increased Teradata consumption.  SEMs will drive operational excellence across global customer services organization for their customer accounts.

Main tasks & key responsibilities:

Drive operational excellence

• Assess customer’s ongoing analytical environment (e.g., ITSM assessment) from product and services perspective
• Provide recommendations to improve performance, TCore consumption, and value to the customer
• Actively manage operational risk (e.g., manage testing, configuration)
• Provide expertise on industry / TDC best practice on operational excellence (e.g., ITIL, change management); industry-specific expertise only required for highly regulated verticals (e.g., healthcare, government)
• Facilitate collaboration and joint planning between services teams through creation of a services community focused around customer experience, elimination of overlaps, and creation of leverage between organizations when feasible
• Provide client-related knowledge management; ensure knowledge relative to client is maintained and shared in a timely manner across teams

 

Manage service account

• Build a trusted adviser relationship with customer teams (executive level vs. operational) responsible for production support and infrastructure management.
• Liaises with SMEs for technical or specific info on change and release/operations management
• Manages communication of overall execution against contractual SLAs for operational and infrastructure support services to customer
• Manages CS and MS on delivery of specific proactive services as entitled (System Health reviews, Incident reviews, Risk items like tech alerts)
• Provides input on ongoing services contract renewal process
• Identify customer training needs and recommend appropriate coursework to improve use cases / business case

 

Manage and track customer satisfaction

• Improve the customer experience by determining cross functional process improvements either within TDC or with customer
• Advocate/program manage customer escalations cross-departmentally
• Articulate customer business needs to cross-functional organizations to improve, enhance existing offers or to create new services offers
• Survey customer experience and determine ways to improve customer satisfaction/NPS ratings
• Put proactive measures in place to get a 360 degree view of the customer (e.g., NPS, Incident surveys, Consumption/usage of system/services) to detect early signals of at-risk renewals and design a playbook to address risks
• Consolidate and report customer results and forecasts (high-level trends, highlight key exceptions, compare cross-functional delivery)
• Report, when and as appropriate, customer status/issues to Teradata Sr. Mmgt.

 

Manage incidents / events

• Participate in onboarding the customer to Teradata service offerings
• Serve as a focal point for communication and incident management during critical events (e.g., facilitate communication between TD engineering and customer)
• Manages root cause analysis for critical incidents
• Oversee post critical event reviews focused on root cause and corrective actions

 

Manage service delivery

• Evaluate and communicate delivery and system metrics, SLA achievement, and engage in value based /roadmap activities and incorporate resulting plans reporting on a weekly, monthly and quarterly basis
• Manage resource oversight & coordination for ongoing operational resources (CS, MS) including new team member onboarding

Provide technical advice

• Provide ongoing, high-level technical leadership (Cloud and on Premise) and align services mission and strategy across multiple TDC service organizations
• Oversee provision of best practice guidance for managing environments and system change activities (e.g., assist with migrations, upgrades, forklifts, performance data collection configurations)
• Technical escalation support for assigned accounts including coordination of onsite troubleshooting and problem management.

Skills and Experiences

• Bachelor degree in Business Technology, Computer Science, or Management Information Systems, Business Administration, Math, Statistics, or Engineering or equivalent combination of education and experience
• 3-5 years’ experience in computer technology or related fields within the last 5 years
• Knowledge in supporting enterprise servers, storage, cloud solutions. Experience on HW support and Linux systems
• Strong written and verbal communication skills
• Proficiency in Korean language
• Experience leading large customer relationships in the technology sector and/or leading teams supporting mission-critical enterprise data warehouse and analytics solutions
• Proficient in the use of Microsoft Office suite of applications

CountryEEOText_Description: Why We Think You’ll Love Teradata We prioritize a people-first culture because we know our people are at the very heart of our success. We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We focus on well-being because we care about our people and their ability to thrive both personally and professionally. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.

City: Gurgaon - Virtual

State: Haryana

Community / Marketing Title: Service Experience Manager

Job Category: Customer Support

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: Gurgaon - Virtual, Haryana IN