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Service Experience Manager

72% Flex
Full Remote
Mid-level (2-5 years)
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Service Experience Manager

72% Flex
Remote: Full Remote
Experience: Mid-level (2-5 years)
Work from: France

Offer summary

Qualifications: BA/BS or equivalent, 3+ years experience in a technology firm, Skilled with data warehouse products.

Key responsabilities:

  • Evaluate client environments to propose enhancements
  • Manage relationships and ensure service execution
  • Monitor incidents, track KPIs, and suggest improvements
Teradata logo
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Teradata
Computer Software / SaaSXLarge

https://www.teradata.com

10001 Employees

Job description

Logo JobgetherYour missions
Teradata seeks to appoint a new and key team member to assist in building on the successes of the existing team.

From a career perspective, this opportunity represents the right company, the right solution, right time, right place, right team. What’s needed is the right person. If this is of interest, we would be delighted to receive your application.

At Teradata the 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), Cloud and Engineering (Eng.). increased value, retention, and customer satisfaction.

The SEM responsibility is 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 and to be the single point of contact contact across CS, MS, cloud and Eng., overseeing ongoing operational services, and monitoring performance against SLAs

You will have a strategic oversight and support role with regard to ongoing services and will bring industry-established rigor for operational excellence (ITIL/ITSM), formal review processes, and propose recommendations to execute mitigation plans. You will build on observed best practices across our diverse customer base and will drive adjustments in resources and/or processes as required.

Skills and Experience

BA/BS or equivalent
Experience working in a customer-focused environment
3+ years’ experience working in a technology company in a technical capacity
Prior experience with delivering operational excellence at SaaS or data analytics company
knowledge of data warehouse and data analytics products and services
Influential and collaborative with a cross-functional diverse workforce
Ability to prioritize and perform effectively in a highly dynamic work environment
Awareness of technological and business concepts
Demonstrate problem-solving skills, process-driven mindset, and resourcefulness
Effective at leading and facilitating meetings and workshops
Project management skills and understanding of big picture vision and tasks/dependencies needed to achieve outcome
Verbal and written communication skills, with the ability to present technical ideas for non-technical audiences
Previous customer management experience and change management skills
Passionate about customer success
Fluent English and French language skills
Experience with ServiceNow, SalesForce and FinancialForce tools

You will have the following responsibilities

Deliver Operational Excellence

Complete assessments of customer analytical environment based on business and technical needs, and provide recommendations to drive improved performance 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

Manage Service Account

Provide a single point of contact for Teradata Services (MS, CS, Cloud, Eng.) and third-party vendors that form part of our solution offering
Build a trusted-advisor relationship with customer teams
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 identifying and driving cross-functional process improvements
Provide reports and data to support the 360-degree view of customer experience and identification of customer satisfaction improvements
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 needed for technical and executive reviews
Contribute inputs needed for customer success plans to achieve customer desired outcomes

We offer a competitive salary, completion bonus, benefits and a good work/life balance.

Teradata is not your average place to work: inspiring and passionate people; a dynamic, relaxed and collaborative culture. A chance for you to join an organisation with ambitious growth targets, where you can make your mark and shape the future

Teradata highly values diversity and equal opportunity in all aspects of our business. We are excited by the unique qualities, abilities, and perspectives each person brings, and candidates are considered on all the attributes they may bring to the role and the team.
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Level of experience :
Mid-level (2-5 years)
Industry :
Spoken language(s)
Check out the description to know which languages are mandatory.
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Hard Skills
Soft Skills
  • Collaborative and influential with diverse teams
  • Strong problem-solving and communication skills
  • Customer-focused mindset and change management experience

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