Service Experience Analyst
hace 1 semana
Location:
Tijuana
The Teradata Service Experience Manager (SEM) team has a primary responsibility of ensuring high-quality delivery of Teradata services.
The SEM team serves as trusted advisors to our customers and is dedicated to ensuring the success of the customer's analytical ecosystem.
The SEM team drives operational excellence of services at the stakeholder level through proactive actions and insights, building and maintaining strong relationships across Customer Support, Managed Services and Cloud Dev/Ops.
SEAs are accountable for delivering and improving service deliverables.Your Background
Fluent in English (Verbal and written communication skills)
Bachelor's degree (CS, MIS or equivalent)
Ability to prioritize and perform effectively in a highly dynamic work environment
Demonstrate problem-solving skills with the ability to analyze possible solutions using standard procedures
Demonstrate a process-driven mindset
Ability to present technical ideas to non-technical audiences
Demonstrate a pattern of high attention to detail to work efforts
Passionate about helping others and contributing to customer success
For roles located in Mexico:
USA B1 Visa (or ability to obtain)
Preferred Qualifications and Experience
Up to 2 years of experience working in a technology company in a technical capacity
Practical knowledge of analytics and data warehousing
Customer, Cloud, aaS, and/or Managed Services delivery experience
What You'll Do
Contribute to Operational Excellence
Support assessments of customer analytical environment based on business and technical needs, and provide data to support recommendations
Actively track and identify operational risk through proactive actions and insights
Execute routine deliverables on-time and meet service delivery requirements
Drive consistency of service deliverables across a diverse global customer base
Build knowledge of company processes, solutions, products, services and customers
Manage and Track Customer Satisfaction
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
Support Incidents and Events
Support critical incident resolution
Support customer escalations cross-departmentally
Support post-critical event reviews focused on root cause analysis and corrective actions
Contribute to Service Delivery
Collect and analyze delivery and system data needed for technical and executive reviews (e.g. KPIs, system metrics, SLA achievement)
Monitor system engineering metrics (e.g. backlog of cases, Field Retrofit Orders, critical patches, change control management, special handling audits, siteID management)
Leverage custom templates to create presentations and reports (e.g. monthly service reviews, customer support plans, system health reports) that will be presented by the SEM to the customer
Perform financial management tasks to support invoicing, project resourcing, and financial governance of projects
Contribute inputs needed for customer success plans to achieve customer desired outcome
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