Sr. Client Service Manager职位详情

Serves as client's initial point of contact for delivery related issues. Oversees production

of Acxiom solutions in designated accounts. Manages production, change, issue and

release management requests from clients and internal Acxiom teams. Focused on the

resolution of client delivery issues and seamless quality assurance of client deliverables.

· Manages client and Acxiom's delivery expectations. Communicates delivery status,

issues, problems and feedback to client/stakeholders and teams. Manages daily

delivery status calls to clients. Facilitates client satisfaction through

communication and day to day delivery operations. Helps establish and maintain

client priorities regarding delivery.

· Reviews issues, risks, service level agreements, etc with Acxiom market

leadership. Provides market leadership information needed for operational

business reviews with clients. Provides market groups with delivery consultation.

· Provides client oversight of production schedules to applicable market, service,

delivery and sales teams. Provides production change request management

including impact analysis and delivery coordination. Provides cost and service

level estimates for change requests.

· Maintains up-to-date production documentation materials for designated

accounts.

· Manages Change Control systems for all production, issue, change and release

management requests.

· Communicates client processing capacity and workflow management to affected

functional groups. Provides client and Acxiom quality release readiness approvals.

· Works with account managers to ensure deliverables meet and exceed client

contractual requirements. Ensure deliverables are consistent with client priorities,

internal organizational design, governance model, time, budget and quality

standards.

· Manages service level agreements, expectations and associated penalties

awareness across affected teams.

· Proactively pursues and resolves delivery issues before team or client is

materially affected. Manages help desk regarding client incidents. Provides

causation and post mortem analysis of client incidents.

· Provides on-going client relationship status changes to affected associates such

as technical, account management, sales and delivery groups.

· Collaborates with various functional groups to guarantee appropriate resource

allocation. Collaborates with delivery organization on cost management, quality

and productivity improvement. Establishes, maintains and drives profit

improvement plans using various process management disciplines.

· Collaborates with market leadership (Delivery Executive) to ensure business

opportunities are proactively communicated into functional groups. Establishes

and maintains transparency to market leadership on resource allocation on

specific accounts.

· Actively listens to gain understanding and clarification

· Builds trust through written and spoken communication

· Adapts style and tactics to fit the situation

· Recognizes and uses appropriate channels of communication

(face-to-face, e-mail, phone)

· Maintains skills required to perform job role at current level of

responsibility

· Improves own abilities before required to by circumstances

· Pursues opportunities to grow and to learn

· Continually upgrades technical knowledge and awareness of

business/technology trends

· Displays tenacity for getting things done

· Does things before being asked or forced to by events, leaders, or

stakeholders (customers)

· Determines what needs to be done and takes responsibility for

doing it

· Regularly reviews personal productivity and develops ways to

increase effectiveness and efficiency

· Establishes and maintains a focused direction and appropriate

priorities

· Manages time, responsibilities and multiple priorities effectively

· Plans, organizes and maneuvers obstacles to deliver results

· Developing specific goals and plans to prioritize, organize, and

accomplish your work

· Monitors progress and follows up with team members as

appropriate

· Uses decision-makers appropriately in order to prevent delays

· Takes action and/or switches to alternate strategies in order to

achieve goals

· Seeks new opportunities to add value

· Backs up promises with action and follow-through

· Takes responsibility for actions and holds self accountable

· Consistently delivers positive results, regardless of comfort level

· Demonstrates integrity by being honest and forthright with

stakeholders (associates and customers)

· Remains focused on the stakeholder (customer) concerns

· Plans for stakeholder (customer) communication and keeps

communication current

· Anticipates and meets underlying stakeholder (customer) needs

and expectations

· Seeks to enhance value for stakeholders (customers)

Teaming and Relationship Management