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Customer Experience Manager

2 mesi fa

Roma, Lazio, Italia Teradata Group A tempo pieno
About the Role

The Customer Experience Manager - Operational Excellence is a customer-facing position focused on delivering a world-class support experience to our customers and accelerating adoption of their Teradata products and services.

This role is critical in establishing and enhancing customer relationships, contributing to customer retention and loyalty, and providing a link to Teradata technical experts to assist customers in getting maximum value out of their investment in Teradata.

Key Responsibilities
  • Operational Excellence
    • Complete assessments of customer analytical environment based on business and technical needs and provide recommendations to drive improved platform utilization and service experience.
    • Actively track, identify, and manage operational risk through proactive actions and insights.
    • Maintain client-related knowledge and share as needed with internal teams.
    • Ensure contractual deliverables are executed on time and meet customer requirements.
    • Serve as a focal point for communication and incident management during critical events.
    • Manage customer escalations cross-departmentally with communications to Teradata Management.
    • Oversee post-critical event reviews focused on root cause analysis and corrective actions.
  • Customer Support
    • Provide a primary point of contact for Teradata operational services (Customer Support, Cloud, Engineering) and third-party vendors that form part of our solution offering.
    • Liaise with SMEs for technical information as needed for tactical and strategic operations.
    • Promote and manage a proactive and high-quality service execution against contractual SLAs.
    • Drive the reduction of HW & SW Tech Debt through action plans and collaboration with other customer-facing teams.
  • Customer Relationship Management
    • Manage existing customer relationships at different levels, to drive operational excellence, customer value, satisfaction, and retention within the assigned accounts.
    • Support 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).
    • Work 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.
    • Identifying growth opportunities for and maximizing customer life-time value for Teradata.
Requirements
  • 3+ years' experience working in a customer-focused environment, in a technical environment/company, and in a technical capacity.
  • Experience delivering and/or supporting solutions and/or services for complex enterprises.
  • Influential and collaborative in a cross-functional diverse workforce.
  • Ability to prioritize and perform effectively in a highly dynamic work environment.
  • Demonstrate problem-solving skills, process-driven mindset, and resourcefulness.
  • Effective at leading and facilitating meetings and workshops, with the ability to present technical ideas for non-technical audiences.
  • Project management skills, understanding the big picture vision, transforming strategy into results defining the action plan/tasks needed to achieve the desired outcomes.
  • Demonstrate excellent organizational and people skills, with the ability to lead any combination of complex internal and external (customers & partners) virtual teams.
  • Understanding/exposure to Cloud solutions will be a plus.
  • Experience on industry-established rigor operational excellence (e.g., ITIL/ITSM) will be a plus.
  • The successful candidate will be required to participate in a 7x24 on-call rotation 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.
  • Native Italian and fluent English language skills are required.