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*location*: tijuanathe 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 backgroundfluent 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 environmentdemonstrate problem-solving skills with the ability to analyze possible solutions using standard proceduresdemonstrate a process-driven mindsetability to present technical ideas to non-technical audiencesdemonstrate a pattern of high attention to detail to work effortspassionate about helping others and contributing to customer success*for roles located in mexico*: usa b1 visa (or ability to obtain)preferred qualifications and experienceup to 2 years of experience working in a technology company in a technical capacitypractical knowledge of analytics and data warehousingcustomer, cloud, aas, and/or managed services delivery experiencewhat you'll docontribute to operational excellencesupport assessments of customer analytical environment based on business and technical needs, and provide data to support recommendationsactively track and identify operational risk through proactive actions and insightsexecute routine deliverables on-time and meet service delivery requirementsdrive consistency of service deliverables across a diverse global customer basebuild knowledge of company processes, solutions, products, services and customersmanage and track customer satisfactionprovide reports and data to support the 360-degree view of customer experience and identification of customer satisfaction improvementsconsolidate and report customer results and forecastssupport incidents and eventssupport critical incident resolutionsupport customer escalations cross-departmentallysupport post-critical event reviews focused on root cause analysis and corrective actionscontribute to service deliverycollect 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