CUSTOMER EXPERIENCE MANAGER (CXM)

u003cdiv class=\"tpl-rowcol__row\"\u003e \u003cdiv class=\"tpl-rowcol__col\"\u003e \u003cdiv class=\"none\"\u003e \u003cdiv class=\"html-editor-content\"\u003e \u003cp\u003e\u003cspan style=\"font-size.
12pt;\"\u003e\unbsp;\u003c/span\u003e\u003c/p\u003e \u003cp\u003e\u003cspan style=\"font-size.
12pt;\"\u003e\u003cstrong\u003eWhat You'll Do\u003c/strong\u003e\u003c/span\u003e\u003c/p\u003e \u003cp\u003e\u003cspan style=\"font-size.
12pt;\"\u003eThe Customer Experience\unbsp;Manager\unbsp;is a customer-facing position focused on operational excellence and acting as an assigned service management advisor for their customers.
The purpose of the role is to deliver a world class support experience to our customers and to and to accelerate adoption of their Teradata products and services.
u003c/span\u003e\u003c/p\u003e \u003cp\u003e\u003cspan style=\"font-size.
12pt;\"\u003eThe CXM\unbsp;will have a oversight and support role regarding ongoing operational services and will bring to their customers, industry-established rigor for operational excellence.
u003c/span\u003e\u003c/p\u003e \u003cp\u003e\u003cspan style=\"font-size.
12pt;\"\u003eThe role is critical in establishing and enhancing customer relationships, contributing to customer retention and loyalty, providing a link to Teradata technical experts to assist customers in getting maximum value out of their investment in Teradata, increasing Teradata value delivery perception.
u003c/span\u003e\u003c/p\u003e \u003cp\u003e\u003cspan style=\"font-size.
12pt;\"\u003e\u003cstrong\u003eWho You'll Work With\u003c/strong\u003e\u003c/span\u003e\u003c/p\u003e \u003cul\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eInspire confidence and drive utilization of Teradata products.
\unbsp;Manage existing customer relationships at different levels, to drive operational excellence, customer value, satisfaction, and retention within the assigned accounts.
u003c/span\u003e\u003c/li\u003e \u003c/ul\u003e \u003cul\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eSupport customer onboarding and identify training needs, advising customers on training opportunities to improve utilization and adoption of their Teradata products, and understanding the customer utilization (consumption).
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eWork with the account team to identify early risk indicators of customer dissatisfaction and potential churn, reflecting in deteriorating customer health and contribute to action plans to mitigate these risks.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eIdentifying growth opportunities for and maximizing customer life-time value for Teradata.
u003c/span\u003e\u003c/li\u003e \u003c/ul\u003e \u003cp\u003e\u003cspan style=\"font-size.
12pt;\"\u003e\u003cstrong\u003e\u003cem\u003eDrive Operational Excellence\u003c/em\u003e\u003c/strong\u003e\u003c/span\u003e\u003c/p\u003e \u003cul\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eComplete assessments of customer analytical environment based on business and technical needs and provide recommendations to drive improved platform utilization and service experience.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eActively track, identify, and manage operational risk through proactive actions and insights.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eMaintain client-related knowledge and share as needed with internal teams.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eEnsure contractual deliverables are executed on time and meet customer requirements.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eServe as a focal point for communication and incident management during critical events.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eManage customer escalations cross-departmentally with communications to Teradata Management.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eOversee post-critical event reviews focused on root cause analysis and corrective actions.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eContinuous\unbsp;engagement with the customer, ensuring any risks are identified as early as possible (early warning indicators) and devise action plans to prevent and/or overcome issues.
u003c/span\u003e\u003c/li\u003e \u003c/ul\u003e \u003cp\u003e\u003cspan style=\"font-size.
12pt;\"\u003e\u003cstrong\u003e\u003cem\u003eManage Operational Service\u003c/em\u003e\u003c/strong\u003e\u003c/span\u003e\u003c/p\u003e \u003cul\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eProvide a primary point of contact for Teradata operational services (Customer Support, Cloud, Engineering) and third-party vendors that form part of our solution offering.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eLiaise with SMEs for technical information as needed for tactical and strategic operations.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003ePromote and manage a proactive and high-quality service execution against contractual SLAs.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eDrive the reduction of HW \uamp; SW Tech Debt through action plans and collaboration with other customer-facing.
u003c/span\u003e\u003c/li\u003e \u003c/ul\u003e \u003cp\u003e\u003cspan style=\"font-size.
12pt;\"\u003e\u003cstrong\u003eWhat Makes You a Qualified Candidate\u003c/strong\u003e\u003c/span\u003e\u003c/p\u003e \u003cul\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003e3+\unbsp;years’ experience working in a customer-focused environment, in a technical environment/company, and in a technical capacity.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eExperience delivering and/or supporting solutions and/or services for complex enterprises.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eInfluential and collaborative in a cross-functional diverse workforce.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eAbility to prioritize and perform effectively in a highly dynamic work environment.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eDemonstrate problem-solving skills, process-driven mindset, and resourcefulness.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eEffective at leading and facilitating meetings and workshops, with the ability to present technical ideas for non-technical audiences.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eProject management skills, understanding the big picture vision, transforming strategy into results defining the action plan/tasks needed to achieve the desired outcomes.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eDemonstrate excellent organizational and people skills, with the ability to lead any combination of complex internal and external (customers \uamp; partners) virtual teams.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eFluent English.
u003c/span\u003e\u003c/li\u003e \u003c/ul\u003e \u003cp\u003e\u003cspan style=\"font-size.
12pt;\"\u003e\u003cstrong\u003eWhat You Will Bring\u003c/strong\u003e\u003c/span\u003e\u003c/p\u003e \u003cul\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eUnderstanding/exposure to Cloud solutions will be a plus.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eExperience on industry-established rigor operational excellence (e.
., ITIL/ITSM) will be a plus.
u003c/span\u003e\u003c/li\u003e \u003cli\u003e\u003cspan style=\"font-size.
12pt;\"\u003eThe successful candidate will be required to participate in a 7x24 on-call rota to support our Teradata customers.
This will involve liaising with our global support teams, our customers, and senior management on high-severity cases, as well as addressing other high-impact issues as needed.
u003c/span\u003e\u003c/li\u003e \u003c/ul\u003e \u003c/div\u003e \u003c/div\u003e \u003c/div\u003e \u003c/div\u003e