at Acxiom LLC in Dover, Delaware, United States
The Senior Client Services Managers serve as a client or account management’s day-to-day point of contact for all Acxiom Solutions and Products for multiple accounts or larger / more complex accounts. The Senior CSM is responsible for coordinating or managing the following: production processing; change, issue and release management; data delivery across all Acxiom lines of business and teams; and contractual compliance. The Senior CSM is also involved in driving the definition of requirements for account related projects as well as resolution of client delivery issues and seamless quality assurance of client deliverables. Many times, a Senior CSM could be asked to participate in remedying unhealthy accounts and bringing trouble accounts back to a healthy state. The Senior CSM will also participate in Account Planning sessions with account owners.
What you will do:
+ Point of contact or escalation across Acxiom for multiple or complex accounts to review: issues, risks, service level agreements, and market information needed for operational business reviews with clients.
+ Manages client and Acxiom’s delivery expectations as a liaison with Industry Sales and Client Managers. Communicates status, issues, problems and feedback to client, stakeholders and teams.
+ Manages delivery status calls to clients. Facilitates client satisfaction through communication and day-to-day delivery and data operations. Helps establish and maintain client priorities regarding delivery and data needs.
+ Monitors adherence to contractual obligations (SLA/SLEs) and ensures deliverables meet client contractual requirements and are consistent with client priorities, time, budget and quality standards.
+ Provides oversight of production schedules. Provides production change request management including impact analysis and delivery coordination. Provides cost and service level estimates for change requests.
+ Drives and ensures that up-to-date production documentation materials for designated accounts is maintained.
+ Manages Change Control systems for all production, issue, change and release management requests.
+ Proactively communicates processing capacity requirements and workflow management needs to team members.
+ Provides client and Acxiom quality release readiness approvals.
+ Proactively pursues and resolves delivery issues before team or client is materially affected. Manages help desk regarding client incidents. Provides causation and postmortem analysis of client incidents.
+ Provides on-going client relationship status changes to affected associates such as technical, account management, and sales groups. Develops and monitors action plans, as needed, for client satisfaction to ensure effectively managed client relationships.
+ Drives appropriate resource allocation. Collaborates with leadership on cost management, quality, and productivity improvement. Establishes, maintains and drives profit improvement plans using various process management disciplines.
+ Approves as well as supports security access administration, client billing, and sales pursuits for supported accounts
+ Collaborates with leadership to ensure business opportunities are proactively communicated, establishes, and maintains transparency to leadership on resource allocation for assigned accounts.
+ Seeks out ways to stays informed on the latest industry news, trends, products, services, competitors, and relevant existing and emerging technologies that may impact present and future account performance.
What you will need:
+ Bachelor’s degree from a four-year college or university or equivalent work experience
+ 5+ years experience in a production, data, delivery or similar client facing role
+ 5+ years experience with client contract or service level agreement compliance
+ Experience with process improvement/management disciplines (e.g. LEAN)
+ Manage multiple projects concurrently using excellent communication skills
+ Proficient in Microsoft Office Suite of tools
+ Probes for information and makes suggestions to stakeholders (customers and leaders)
+ Recognizes potential conflicts, exposes disagreements, and drives resolution for issues/problems
+ Focuses on the clients’ needs by establishing credibility and building relationships
+ Takes actions and/or switches to alternate strategies in order to achieve goals
+ Strong analytical, problem solving, and decision-making skills
+ Strong written and verbal communication skills
+ Establish and maintain effective working relationships with associates and clients
+ Extended workday hours may be required to complete deliverables, as well as effectively using resources across the team and managing their workload while minimizing cost to the account
+ Exceptional communication across all levels of the organization
+ Displays tenacity for getting things accomplished, with the appropriate level and sense of urgency
Primary Location City/State:
Homebased – Conway, Arkansas
Additional Locations (if applicable):
Acxiom is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person’s race, color, sex, age, religion, national origin, protected veteran, military status, physical or mental disability, sexual orientation, gender identity or expression, genetics or other protected status.
Who is Acxiom?
We are leaders in helping brands achieve the number one mantra for every business – know your customer. For fifty years, we’ve helped marketers deal with a fast-changing future of growing channels, data and technology. By understanding the customer, marketers can communicate with relevance everywhere and drive better customer experiences that build a better brand and, in turn, better business.
We’re one of the marketing industry’s most experienced, respected and forward-thinking leaders. For nearly fifty years, we’ve helped the world’s best marketers understand their customers so that they can reach people with relevance rather than randomness. Our products and solutions form the data foundation that make it possible for marketers to drive better customer experiences and meaningful interactions at scale across every channel.
Our job opportunities will give you the opportunity to showcase your talents, grow your skills, and expose you to cutting-edge technologies, whether you’re an engineer, developer, products guru, systems and security expert, sales and consulting executive, or an intern looking to gain real experience with a company that will make you stand out.
At Acxiom, our values begin with our associates, who are the single most important driver of our success. We’re looking to hire people who share our core values: collaboration, excellence, innovation, a focus on outcomes, and being empowered to make and own decisions that benefit our clients and our company. Our values represent our brand promise – to our clients and to our associates – and define our company culture.
If you are interested in applying for employment with Acxiom and need special assistance or an accommodation to apply for a posted position, contact our recruiting department at 1-877-314-2049.
Attention California Applicants: Please see our California Consumer Privacy Act notice here (http://www.interpublic.com/ccpa-privacy-notice/) .
Attention Colorado, California, Connecticut, Maryland, Nevada, Ohio and Washington Applicants: This position is not located in the aforementioned states but applications for remote work may be considered. For information about this role under state or local equal pay or pay transparency laws, please contact firstname.lastname@example.org
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