Service Experience Manager
Location: Virtual, US
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 execute their role by both delivering specific value-add services and by serving as a focal point overseeing ongoing operational services. Service Experience Managers will bring not only industry-established rigor for operational excellence (ITIL/ITSM) but also build on observed best practices across our diverse customer base.
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. These assessments will help form clear plans to improve performance and drive greater value.
Service Experience Managers will be very focused on helping our customers actively manage operational risk. 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.
Service Experience Managers will have an oversight and support role in ongoing services and will monitor performance against SLAs and drive adjustments in resources or processes if required. When operational challenges arise the Service Experience Manager will be engaged to make sure Teradata brings our best forward to quickly resolve the issue. The Service Experience Manager bridges the various Teradata teams delivering ongoing services as needed to make sure activities are coordinated and working on an integrated resolution plan.
Skills and Experience
Drive Operational Excellence
Manage Service Account
Manage and Track Customer Satisfaction
Manage Incidents/Events
Manage Service Delivery
Generate Sales Leads and Support Sales
Provide Technical Advice
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