Teradata (NYSE: TDC) is the leading multi-cloud data platform company for enterprise analytics, transforming how businesses work and people live through the power of data.
At Teradata, we are leading the data era. As enterprises address today’s digital economy, they are faced with new competition and consumer expectations and are turning to data to power their future. Teradata has worked with the largest companies in the world for 40+ years, bringing our experience and expertise to support global enterprises with their most demanding, mission-critical, complex, and large-scale data needs. Teradata is recognized as a leader in the cloud, data, and analytics spaces by top analyst firms, Gartner and Forrester, and Fortune Magazine as well.
Our connected multi-cloud data platform for enterprise analytics, Teradata Vantage™, is an extremely scalable, secure, and resilient offering that simplifies ecosystems by connecting data and making it easier to uncover insights from across the organization…regardless of where that data resides. With Vantage, we enable companies to modernize their data management, from start to scale. Every day, millions of users benefit from our open data platform. Empowering customers and partners to develop and build how they like, we enable hundreds of business outcomes and solutions, including improving customer experience and profitability, driving operational efficiency, realizing financial transformation, or achieving operational efficiency.
As the world of data grows, we are the leader in enabling the future of connected businesses, powered by data intelligence. We are committed to delivering on this vision by following sustainable business practices and with a strong focus on diversity, equity, and inclusion. We believe that only by embracing diversity of identity, thought, background, expression, and perspective can we solve today’s challenges and reimagine tomorrow’s world.
Technical Cloud Support Product Manager
Teradata is seeking an experienced Technical Support Product Manager for Cloud. The successful candidate will team up with our Strategic Cloud SPM and other SPMs responsible for other technology areas to drive Cloud supportability features and customer support practices and will understand the Teradata Vantage and its eco-system components and associated tools.
This role requires Technical Product Support Planning and/or Product Management experience in enterprise analytical ecosystem and demonstrated abilities of data-driven problem-solving, business acumen, effective collaboration with multiple teams.
Roles, Responsibilities, and Deliverables
Technology: Quickly learn and understand technologies as developed and released by Engineering teams
Liaison to provide input to Teradata tiered services portfolio and offerings
Define and drive product supportability requirements in the product roadmap
Provide thought leadership on improving product deployment and shift to early detection, predictive, and preventative i.e. installation, upgrade, migration, and backdown
Represent and align CS stakeholders in the product release process
Develop product support plan in concert with market, competitive, and technology/customer trends including a supportability risk assessment with releases.
First-hand knowledge of installed base customer experience through incident analysis and quality data analysis
Leads prioritization of quality issues in the product roadmap through backlog alignments
Review and approve quality and user acceptance test plans for releases
Identify and evolve product support documentation requirements and ensure successful knowledge transfers
Identify and evolve support practices specific to your product
Identify and drive requirements for diagnostic tools
Provide thought leadership to leverage greater service analytics and automation to shift to early detection, proactive avoidance (predictive), and preventative maintenance.
Telemetry: Define and evolve IoT and backend requirements for break/fix and performance issue detection and automated diagnostics and resolution
Define, monitor, and evolve analytics and KPIs to drive continuous improvement in incident resolution velocity, quality, support costs, and supportability requirements
Identify proactive and prescriptive support opportunities
BS/MS or equivalent experience required
8+ years of experience in Enterprise Software Product Management, Product Support Planning, Customer Support, and/or Program Management; Experience with Cloud is strongly preferred
Proven ability to understand and solve complex business problems, leveraging your analytical skills and ability to dive deep to create effective plans and tactical countermeasures
Ability to effectively share technical knowledge
Effective verbal and written communication skills. Comfortable with both business and technical discussions
Experience in building trusting relationships and leading through emotional intelligence
Ability to organize and lead teams who do not report to you
Strong desire to take ownership and deliver customer-first solutions
Agile/Scrum development experience
Experience analyzing data and identifying actionable insights
Closed Loop/Corrective Action experience
Capability to learn Cloud platforms and how Teradata technology operates in the cloud
Ideal candidate will have the breadth and depth with Teradata solutions
Requires working outside of normal office hours