Service Experience Manager

Requisition Number: 216542

External Description:

Service Experience Manager 

Service Experience Managers are dedicated to helping our customers achieve operational excellence for their analytical ecosystem, which will drive customer satisfaction and increased Teradata consumption. Operational excellence will ensure our customers get the most value from their ecosystem investment. This role augments the account executives and solution architects who help our customers understand potential business value and options to apply analytic technology to capture that value.   

Service Experience Managers will assess where our customers are on their journey to operational excellence. This assessment will be built on ongoing shared metrics as well as formal review processes executed quarterly and annually. By reviewing the best information regarding operational risk-based for the customer’s specific environment we will bring recommendations forward and work with our customers to execute mitigation plans.   

Responsibilities   

Drive operational excellence   

• Assess customer’s ongoing analytical environment (e.g., ITSM assessment) from product and services perspective   
• Actively manage operational risk (e.g., manage test, configuration)   
• Provide expertise on industry best practice on operational excellence (e.g., ITIL, change management) 
• Provide client-related knowledge management; ensure knowledge relative to the client is maintained and shared in a timely manner across teams   

Track customer satisfaction & Manage incidents   

• Improve the customer experience by determining cross-functional process improvements either within TDC or with customer 
• Advocate/program manage customer escalations cross-departmentally.    
• Survey customer experience and determine ways to improve customer satisfaction/NPS ratings.   
• Manage customers onboarding TD (Cloud or on Premise), esp. integration of tools  
• Oversee post critical event reviews focused on root caused and corrective actions.

Generate sales leads & support sales   

• Identify and hand-off upsell opportunities    
• Regularly meet with account team lead to discuss account strategy and future sales opportunities  
• Promote customer engagement in various TD forums (sales events, User groups, User forums)   
   

Provide technical advice   

• Provide ongoing, high-level technical leadership (Cloud and on Premise) and align services mission/strategy for customers across multiple TDC service organizations   
• Oversee provision of best practice guidance for managing environments and system change activities  

Skills and Experience   

This position may require, an Australian Government security clearance, and the candidate must be an Australian Citizen and have the willingness to undergo a security clearance process.   

• Prior experience with driving operational excellence at SaaS or data warehouse company.  
• High-level technical knowledge of data warehouse products and services. 
• Ability to manage a diverse workforce across on and off-shore delivery teams and cross-functional business units   
• Strong client management and change management skills 
• Experience across several industries to offer flexible staffing options or experience in highly regulated industries (covering but not limited to the following: healthcare, financial services, State Government, and telecommunications). 
• Ability to drive successful delivery teams that continually evolve and improve our ability to execute on time and above expectations.   

This role typically requires a minimum of 5 years of related experience with a university degree; or 3 years and an advanced degree.  

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: Melbourne

State: Victoria

Community / Marketing Title: Service Experience Manager

Job Category: Services

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: Melbourne, Victoria AU