Service Experience Manager

Job 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.