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. 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 primary-point-of-contact for all delivery lines, overseeing ongoing operational services, and monitoring performance against SLAs. The SEM will have strategic oversight and support 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. The 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

Manage Service Relationship

• Provide a primary point of contact for Teradata Services and third-party vendors that form part of the Teradata service model
• Build a trusted-advisor relationship with customer teams, both executive and operational
• Liaise with internal SMEs for technical information as needed for tactical and strategic operations
• Proactively manage services and execution against contractual scope and SLAs

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
• Maintain client-related knowledge and share as needed with internal teams

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
• Deliver operational reports and insights

Manage Incidents and Events

• Serve as a focal point for communication and incident management during critical events
• Manage customer escalations cross-departmentally
• Oversee post-critical event reviews focused on root cause analysis and corrective actions

Manage and Track Customer Satisfaction

• Improve the customer experience by driving cross-functional process improvements within Teradata and with customers
• Proactively determine ways to improve customer satisfaction
• Consolidate and report customer results and forecasts

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 accounts to expand usage of Teradata solution set; Communicate such findings to account team with rationale and path forward

IDEAL REQUIREMENTS AND QUALIFICATIONS

• BA/BS or equivalent or an equivalent combination of education and experience
• 3+ years’ experience working in a customer-focused environment
• 3+ years’ experience working in a technology company in a technical capacity
• 2+ years’ experience supporting customers utilizing cloud hosting services
• Prior experience with driving operational excellence
• Prior experience of effective matrix management
• Prior experience of remote working
• Technical knowledge of data warehouse products, both on-premises and cloud hosted, and associated services
• 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 meetings and workshops (both customer facing and internal)
• Excellent verbal and written communication skills, with the ability to present technical ideas for non-technical audiences
• Strong client management skills, including the ability to manage multiple accounts
• Passionate about customer success and customer retention