Teradata Customer Onboarding Manager in San Diego, California
Customer Onboarding Manager
Location: San Diego CA
The IntelliCloud organization delivers managed cloud solutions to our customers in a highly automated environment. The business is expanding rapidly and seeks flexible, adaptable change agents who will thrive in a highly dynamic environment. We are seeking an individual who is passionate in creating an exceptional customer experience. You will help drive the effectiveness and efficiency of customer journey by defining, implementing and managing processes to scale.
Key Areas of Responsibility
Lead a team of Customer Onboarding associates in managing the onboarding process for a portfolio of new customers simultaneously. Work directly with customers, account teams and cross-functional organizations to guide customers through their journey, ensuring a smooth and positive experience.
Form relationships with process owners across organizations for continuous improvements of the customer journey. Potential improvement opportunities include leading cross functional teams with Field Solution Architects, the Cloud SWAT Presales team, Customer Support and the Cloud Concierge Post Sales team to programmatically improve the journey with documentation, customer forums and video training.
Manage customer expectations, dependencies, and deliverables throughout the onboarding process to ensure key milestones are met on time and within scope. Recommend areas of improvement to IntelliCloud offers to SOM as a result of key learnings.
Measure customer satisfaction via NPS for on-boarding process and on-going service delivery. Look for improvement opportunities as a result of the customer data. Programmatically track on-boarding milestones and seek to reduce the amount of time and improve customer NPS scores for each subsequent journey
Work with Strategic Offer Management/IntelliCloud Engineering to arrive at the correct solutions for customer requests outside the standard offer. Articulate customer business needs to cross-functional organizations and drive delivery of best in class solutions. Coordinate cross functional processes to deliver customer needs.
Accountable for managing and coaching team members to create an engaging environment of high performance and continuous professional development
Skills & Attributes
Proven strong people management and leadership skills with ability to plan, lead, and manage multiple competing complex projects
Ability to effectively communicate with all levels of the organization, both orally and written
Experience with managing multiple simultaneous complex projects
Experience in a technical role supporting customers
Experience building and delivering Cloud Services (IaaS, PaaS, SaaS)
Knows to recognize and distinguish performance, capable of providing constructive feedback
Self-motivated, team-oriented, very responsible, and focused on exceeding customer expectations
Bachelor’s degree in a technical discipline
5+ years of experience managing customers in a SaaS environment. Customer implementation and onboarding experience strongly preferred.
5+ years of experience in an enterprise level customer-facing role
2+ Teradata database experience
Understanding of Teradata architecture and supporting applications
Master’s degreein Business Technology, Computer Science, Management Information Systems, or Business Administration
AWS Certified Associate certification