Project Manager, Customer Support & Services

Project Manager, Customer Support & Services

13 ene
|
Teradata India Pvt Ltd
|
Tampico

13 ene

Teradata India Pvt Ltd

Tampico

The Services Operational Excellence - Offer Engineering team translates the service offer concepts prioritized by Product Management into implementable plans for delivery and operations by the Customer Support & Services (CS&S;) Organization. This role is responsible for the creation, operationalization, and enhancement of Teradatas CS&S; service offers to include delivery methodology, processes, and workflows, roles and responsibilities, tools, training, and customer-facing materials needed to deliver a service in a way that exceeds customer value expectations. This team will operationalize an overall portfolio of Teradata offers that drive annual recurring revenue (ARR) growth aligned with the overall corporate strategy.





This role will coordinate cross-functional projects across the global CS&S; teams and other Teradata organizations to ensure customer focus and efficiency in the delivery of services globally. Key Areas of Responsibility Services Delivery Methodology Follow the defined methodology for building Service Offers prioritized on the Product Management roadmap to create plans to build the required assets in partnership with global project teams to enable CS&S; for measurable success Services Enablement for the Delivery Organizations Design and deployment of formal/informal training on Service Offers for the global and regional delivery resources, Service Experience Managers and Services Account Manager/CFL team Services Practice Standards - In collaboration with key stakeholders, identify and support global adoption of industry best practices and standards across key roles in the CS&S; organization and delivery partners Services Measurement Define requirements for measuring the success of each Service Offer, Tool, and Process to enable a data-driven approach to improve Maintain close and productive working relationships within CS&S; and across Teradata including the GSO, field MS resources, and GDC sub-practice teams. He/she will ensure our SAMs and SEMs understand the delivery details enough to set proper expectations with our customer base Manage multiple projects to meet aggressive deadlines with multiple stakeholders using an in-depth understanding of key technologies such as as-a-Service, Cloud, and delivery methodologies like ITIL/DevOps/CICD Qualifications Strong English Communication USA B1/B2 Visa (or the ability to obtain as a condition of employment) 3-7 years of Product/Program Management experience taking a service/product from concept to deployment through end of life Customer, Cloud, aaS, and/or Managed Services Delivery Practice Experience Experience working with a broad internal supply chain including engineering, marketing, training Experience working with resources in an offshore delivery center Experience creating customer-facing materials (marketing, training, PowerPoint decks, announcements, etc.) BS/Masters in Computer Science, Information Systems or related business degree Strong client interfacing, relationship building, and consulting skills Preferred Qualifications and Experience Practical knowledge of analytics and data warehousing Services Product Management experience Process documentation and requirements gathering experience Lean Certification Agile/Scrum Certification Key Stakeholders CS&S; Delivery Organizations GSO/CSO, SEMs/CSRs, Cloud Ops, MS Ops, regional delivery Product Management and Services Product Management GTM organizations, particularly the SAMs

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