Service Experience Manager

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 an integrated resolution plan.

Skills and Experience
- Strong English communication skills (Verbal and Written)
- USA B1/B2 Visa (or the ability to obtain as a condition of employment)
- Prior experience with driving operational excellence at SaaS or data warehouse company
- High-level technical knowledge of data warehouse products and services (bring in SMEs for detailed technical info)
- 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 a highly regulated industry (e.g., healthcare, financial services)
- Ability to drive successful delivery teams that continually evolve and improve our ability to execute on time and above expectations

Main tasks & key responsibilities
Drive operational excellence
- Assess customer’s ongoing analytical environment (e.g., ITSM assessment) from product and services perspective
- Provide recommendations to improve performance and value to the customer
- Actively manage operational risk (e.g., manage test, configuration)
- Provide expertise on industry / TDC best practice on operational excellence (e.g., ITIL, change management); industry-specific expertise only required for highly regulated verticals (e.g., healthcare, government)
- Facilitate collaboration and joint planning between services teams through the creation of services community focused around customer experience, elimination of overlaps, and creation of leverage between organizations when feasible (may require collaboration tool)
- Provide client-related knowledge management; ensure knowledge relative to the client is maintained and shared in a timely manner across teams

Manage service account
- Builds a trusted advisor relationship with customer teams (executive level vs. operational) responsible for production support and infrastructure mgmt.; liaises with SMEs (CS/MS) for technical or specific info on change and release mgmt. / operations mgmt.
- Manages communication of overall execution against contractual SLAs for operational and infrastructure support services to the customer
- Manages CS/MS on the delivery of specific proactive services as entitled (System Health reviews, Incident reviews, Risk items like tech alerts)
- Provides input on ongoing services contract renewal process
- Identify customer training needs and recommend appropriate coursework to improve use cases/business case (vs. technical)

Manage and track customer satisfaction
- Improve the customer experience by determining cross-functional process improvements either within TDC or with customer
- Advocate/program manage customer escalations cross-departmentally
- Articulate customer business needs to cross-functional organizations to improve, enhance existing offers or to create new services offers
- Survey customer experience and determine ways to improve customer satisfaction/NPS ratings
- Put proactive measures in place to get a 360-degree view of the customer (e.g., NPS, Incident surveys, Consumption/usage of system/services) to detect early signals of at-risk renewals and design a playbook to address risks
- Consolidate and report customer results and forecasts (high-level trends, highlight key exceptions, compare cross-functional delivery)

Manage incidents / events
- Manage customers onboarding TD (Cloud or on Premise), esp. integration of tools (e.g., IT