Service Manager V

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

The Sr Service Experience Manager (SEM) is responsible for driving modernization across service delivery operations and building strong executive relationships within assigned verticals. This role focuses on transforming processes through automation, AI, and advanced analytics while ensuring operational excellence and strategic alignment with customer objectives. The Sr SEM will act as a trusted advisor to senior stakeholders, influence decision-making, and champion initiatives that enhance efficiency, scalability, and customer experience by:

• Own and Expand Strategic Customer Relationships, proactively manage and deepen existing executive-level relationships within assigned accounts. Leverage these connections to drive measurable business growth, maximize customer value, and ensure high satisfaction and retention.

• Accelerate Technology Adoption, lead initiatives to implement automation, AI-driven solutions, and advanced analytics across service delivery operations. Ensure these technologies streamline workflows, reduce operational costs, and improve scalability.

• Champion Digital Transformation, drive customer transformation programs aligned with Teradata’s cloud-first and AI-enabled Position Teradata as a trusted advisor by articulating the business impact of modernization and digital innovation.

• Deliver Strategic Thought Leadership, understand customer business priorities and pain points. Provide actionable insights and influence decision-making at all levels, executive leadership, IT stakeholders, and operational teams, resulting in increased trust and expanded engagement opportunities.

• Lead Account Success Planning, for each assigned account, develop and maintain a Customer Operational Success Plan that includes clear objectives, timelines, and measurable outcomes. Collaborate cross-functionally to ensure seamless delivery of services and support aligned with the plan.

• Develop a services-led strategy aimed at identifying AI and services opportunities to accelerate adoption and drive growth of Teradata’s AI technologies.

• Establish Continuous Improvement Frameworks, design and implement processes that leverage emerging technologies to optimize agility, reduce costs, and enhance service quality. Monitor KPIs to ensure sustained improvement.

• Mitigate Churn Risk Through Ongoing Engagement, maintain continuous communication with customer stakeholders to identify potential churn risks early. Develop and execute proactive action plans to safeguard relationships and ensure long-term retention.

• Ensure adherence to ITIL/ITSM standards and implement best practices across diverse customer environments.

• Monitor SLAs, risk indicators, and performance metrics; drive corrective actions when needed.

• Promote knowledge sharing and training to keep teams aligned with evolving processes and technologies.

Cross-Functional Collaboration

• Partner with CS, MS, CO, and GTM teams to design and execute modernization roadmaps.

• Support third-party vendor management activities, including escalation, logistics, and operational oversight.

• Collaborate with Americas leadership to optimize account assignments and resource allocation.

• Bachelor’s and/or master’s degree in business and/or technology, or equivalent combination of education and experience.

• Demonstrated success in leading modernization and transformation initiatives.

• Proven ability to engage with executive stakeholders and influence strategic outcomes.

• Experience driving operational execution and customer advocacy.

• Exposure to strategic planning and goal setting.

• Operational…