Customer Experience Manager (CXM)

What You'll Do

The Customer Experience Manager is a customer-facing position focused on operational excellence and acting as an assigned service management advisor for their customers. The purpose of the role is to deliver a world class support experience to our customers and to and to accelerate adoption of their Teradata products and services.

The CXM will have a oversight and support role regarding ongoing operational services and will bring to their customers, industry-established rigor for operational excellence.

The role is critical in establishing and enhancing customer relationships, contributing to customer retention and loyalty, providing a link to Teradata technical experts to assist customers in getting maximum value out of their investment in Teradata, increasing Teradata value delivery perception.

Who You'll Work With

• Inspire confidence and drive utilization of Teradata products.  Manage existing customer relationships at different levels, to drive operational excellence, customer value, satisfaction, and retention within the assigned accounts.

• Support customer onboarding and identify training needs, advising customers on training opportunities to improve utilization and adoption of their Teradata products, and understanding the customer utilization (consumption).
• Work with the account team to identify early risk indicators of customer dissatisfaction and potential churn, reflecting in deteriorating customer health and contribute to action plans to mitigate these risks.
• Identifying growth opportunities for and maximizing customer life-time value for Teradata.

Drive Operational Excellence

• Complete assessments of customer analytical environment based on business and technical needs and provide recommendations to drive improved platform utilization 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.
• Serve as a focal point for communication and incident management during critical events.
• Manage customer escalations cross-departmentally with communications to Teradata Management.
• Oversee post-critical event reviews focused on root cause analysis and corrective actions.
• Continuous engagement with the customer, ensuring any risks are identified as early as possible (early warning indicators) and devise action plans to prevent and/or overcome issues.

Manage Operational Service

• Provide a primary point of contact for Teradata operational services (Customer Support, Cloud, Engineering) and third-party vendors that form part of our solution offering.
• Liaise with SMEs for technical information as needed for tactical and strategic operations.
• Promote and manage a proactive and high-quality service execution against contractual SLAs.
• Drive the reduction of HW & SW Tech Debt through action plans and collaboration with other customer-facing.

What Makes You a Qualified Candidate

• 3+ years’ experience working in a customer-focused environment, in a technical environment/company, and in a technical capacity.
• Experience delivering and/or supporting solutions and/or services for complex enterprises.
• Influential and collaborative in a cross-functional diverse workforce.
• Ability to prioritize and perform effectively in a highly dynamic work environment.
• Demonstrate problem-solving skills, process-driven mindset, and resourcefulness.
• Effective at leading and facilitating meetings and workshops, with the ability to present technical ideas for non-technical audiences.
• Project management skills, understanding the big picture vision, transforming strategy into results defining the action plan/tasks needed to achieve the desired outcomes.
• Demonstrate excellent organizational and people skills, with the ability to lead any combination of complex internal and external (customers & partners) virtual teams.
• Fluent English.

What You Will Bring

• Understanding/exposure to Cloud solutions will be a plus.
• Experience on industry-established rigor operational excellence (e.g., ITIL/ITSM) will be a plus.
• The successful candidate will be required to participate in a 7x24 on-call rota to support our Teradata customers. This will involve liaising with our global support teams, our customers, and senior management on high-severity cases, as well as addressing other high-impact issues as needed.