Service Experience Analyst

The Team

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 Role

As a Service Experience Analyst (SEA), you will be responsible for supporting Service Experience Managers delivering and improving service commitments for our customers. You will be responsible for tasks that are necessary and critical to service delivery; specializing in a deliverable subject area such as reporting, financials, or system monitoring. SEAs will take key roles in standardization, automation, and modernization projects that are crucial to ensuring high customer satisfaction.

Your Qualifications and Experience:
Fluent in English (Verbal and written communication skills)
Bachelors Degree (CS, MIS or equivalent)
Up to 2 years of experience working in a technology company in a technical capacity
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 audience
Demonstrate a pattern of high attention to detail to work efforts
Passionate about helping others and contributing to customer success

Preferred Qualifications and Experience

Knowledge of analytics and data warehousing
Customer, Cloud, aaS, and/or Managed Services delivery experience
Verbal and written knowledge of foreign language will be advantage. (i.e., Spanish, Italian or French)

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
Apply technical knowledge to understand the impact of service components to customer’s technical ecosystem
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 Event Resolution

Support critical incident resolution
Support customer escalations cross-departmentally with communications to Teradata leadership
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 and continuously improve e templates to create clear customer 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.