As a Customer Experience Manager at Teradata, I blend Customer Success and Service Delivery Management to maximize customer value from our data analytics solutions. I develop and execute account strategies that promote engagement, adoption, and high-impact outcomes, ensuring clients harness the full potential of Teradata’s cloud and data platforms.I serve as a trusted advisor, leading educational and strategic sessions that enhance solution adoption and resolve key business challenges. By leveraging executive relationships, I help clients expand their use of Teradata’s features and drive their operational success. My role includes guiding customers through complex cases, ensuring SLA adherence, managing escalations, and delivering world-class service aligned with their specific business goals.Key responsibilities include:- Building and nurturing relationships with executive stakeholders, promoting retention and loyalty.- Delivering data-driven strategies for improved customer satisfaction, business growth, and cloud adoption.- Collaborating with cross-functional teams to align solutions with customer needs and prevent business churn risks.- Ensuring seamless communication on Service Delivery while advocating for the best customer outcomes.My goal is to empower our customers to leverage data and analytics to transform their businesses and realize the full value of their investment in Teradata solutions.

As a Senior Product Manager at Teradata, I drive the development of innovative ARR-generating cloud services, such as SAS Optimization as a Service, Analytic Ecosystem Sustainment as a Service, and AI/ML Pipeline Services as a Service. I analyze market trends, evaluate service offerings, and conduct competitor assessments to guide product strategy and ensure our offerings meet market demands.I collaborate with cross-functional teams, including Product Engineering, GCS, Sales, and Marketing, to define product vision, prioritize initiatives, and manage the product roadmap. My role includes leading go-to-market strategies, aligning service positioning with Teradata’s business goals, and driving successful product launches.In addition to developing sustainable business improvement plans, I use data-driven insights to refine strategies, presenting analyses and recommendations to the Executive Leadership Team. My efforts contribute to maximizing ROI, enhancing customer satisfaction, and driving business growth.

As a Program Manager for CX Services & Employee Experience, I drove operational excellence in services engineering through a data-centric approach focused on continuous process improvement and strategic analytics. My work included optimizing delivery assets, creating streamlined methodologies, and establishing KPIs to measure and enhance service delivery and employee engagement.My experience spans project management, as-a-Service models, Cloud, and ITIL/DevOps/CICD methodologies. I collaborated with cross-functional teams to exceed customer expectations, achieve significant efficiency gains, and deliver measurable value.

In my role as a Service Experience Manager, I acted as a strategic advisor to Fortune 100 Companies, driving operational excellence through proactive insights and actions. I built and nurtured strong relationships across Customer Support (CS), Managed Services (MS), and Cloud Engineering (IC) to ensure the seamless success of their analytical ecosystems.My responsibilities included managing operational services, monitoring SLAs, and serving as the single point of contact across CS, MS, and IC. I continuously assessed my customers' progress, providing tailored recommendations and executing plans grounded in ITIL/ITSM best practices. My strategic oversight ensured that customers achieved maximum business value, leading to increased retention and satisfaction.

As a Services Support Manager, I managed the delivery of support services for Teradata systems, serving as the primary point of contact for customers. My role involved providing strategic direction to internal service delivery groups, coordinating across local, regional, and global teams to resolve service delivery issues and mitigate unplanned downtime risks.I led efforts to increase platform availability, provided technical leadership, and navigated high-priority issues to ensure customer satisfaction and alignment with organizational goals.

As a Field Services Engineer, I delivered exceptional on-site services, acting as the direct interface with customers to ensure their satisfaction. I took ownership of customer incidents, coordinated resolution activities, and effectively implemented changes, often resolving complex problems with unknown solutions.I partnered with the Go-to-Market team to meet contracted support deliverables and provided project leadership for customer accounts, including pre-installation planning and system upgrades. My systematic approach and strong communication skills ensured clear reporting and successful outcomes.