Service Experience Analyst

Service Experience Analyst

Location: Japan

Our company

Teradata Autonomous Knowledge Platform activates enterprise intelligence by unifying data, knowledge, and business context to achieve tangible outcomes. With Teradata, organizations can provide agents with full enterprise context for impact when it matters. Our solution lets businesses connect and scale on premises, in the cloud, or through a hybrid approach. Teradata delivers real business value with AI.

What You'll Do

The Service Experience Analyst 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.

You will have an oversight and support role regarding ongoing operational services and will bring to their customers, industry-established rigor for operational excellence.

The 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, increasing Teradata value delivery perception.

Who You'll Work With

• Inspire confidence and drive utilization of Teradata products.  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.

What Makes You a Qualified Candidate

• 2+ 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.
• Understand problem-solving, process-driven mindset.
• Understanding the big picture vision, transforming strategy into results defining the action plan/tasks needed to achieve the desired outcomes.
• Possess excellent organizational and people skills, with the ability to lead any combination of complex internal and external (customers & partners) virtual teams.
• Native Japanese or N2 -N1 level ( able to talk to Japanese Clients)

What You Will Bring

• Understanding/exposure to Cloud solutions will be a plus.
• Experience on industry-established rigor operational excellence (e.g., ITIL/ITSM) will be a plus.

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