Service Experience Analyst - Tijuana, México - Teradata

Teradata
Teradata
Empresa verificada
Tijuana, México

hace 4 semanas

Rodrigo Fernández

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee
Descripción

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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