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Service Experience Manager

Teradata

Teradata

Taipei City, Taiwan
Posted on Thursday, December 21, 2023
Requisition Number:217780
Job Category:Customer Support

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.

POSITION TITLE: 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 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

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
  • Facilitate collaboration and joint planning between Teradata services teams through the creation of a services community focused around customer experience
  • Maintain client-related knowledge and share as needed with internal teams

Manage Service Relationship

  • 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, both executive and operational
  • 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 driving cross-functional process improvements within Teradata and with customers
  • Proactively survey 360-degree view of customer experience and determine ways to improve customer satisfaction
  • 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
  • Oversee post-critical event reviews focused on root cause analysis and corrective actions

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

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

MINIMUM REQUIREMENTS AND QUALIFICATIONS

  • BA/BS or equivalent
  • 3+ years’ experience working in a customer-focused environment
  • 5-10 years’ experience working in a technology company in a technical capacity
  • Prior experience with driving operational excellence at SaaS or data warehouse company
  • High-level technical knowledge on data warehouse products and services
  • Influential and collaborative with a cross-functional diverse workforce
  • 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 executive meetings and workshops
  • Strategic thinker with vision and the ability to identify granular details
  • Excellent verbal and written communication skills, with the ability to present technical ideas for non-technical audiences
  • Strong client management and change management skills
  • Passionate about customer success
  • Able to drive successful delivery teams that continually evolve and improve our ability to execute on time and above expectations

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.