Senior Client Services Manager

Senior Client Services Managers serve as a client or account management’s day-to-day point of contact for Solution and/or InfoBase Delivery for multiple accounts or larger / more complex accounts.

The Senior CSM is responsible for mentoring and providing oversight for less experienced CSMs as well as 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 account teams and bringing trouble accounts back to a healthy state.

The Senior CSM would also begin to be involved in setting the direction for the account and participating in Account Planning sessions with account owners.**What you will do:**
– Point of contact or escalation across Acxiom for multiple / more complex accounts to: reviews issues, risks, service level agreements, market leadership information needed for operational business reviews with clients, awareness of SLA/SLE penalties across Acxiom.
– Manages client and Acxiom’s delivery expectations
– including being a liaison with Sales and Markets as well.

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 client 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 up-to-date production documentation materials for designated accounts is maintained.
– Oversight for less experienced CSMs as well as managing Change Control systems for all production, issue, change and release management requests.
– Proactively communicates client 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 post mortem 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 as is appropriate for supported accounts
– Collaborates with Sr.

Manager/Director to ensure business opportunities are proactively communicated into and establishes and maintains transparency to market leadership on resource allocation for specific 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.
– Specific Knowledge needed for CSMs responsible for data delivery:
– Oversight for less experienced CSMs as well as responsible for running counts, pulling in suppressions, and outputting files on the List Direct system
– Proactively works with the Sales contact to gather and maintain InfoBase information required for Acxiom Customer Registration (ACR) set up of new client and existing clients if applicable.
– Working knowledge of all InfoBase products and the how these products are delivered.
– Oversight for less experienced CSMs as well as gathering all required information needed to set up FTP directories and coordinates client file/arrival and delivery.
– Responsible for gathering all required InfoBase information and creating, sending, and submitting AOFT (Acxiom Order Fulfillment Tool) order forms for processing once approved by the client.

Documents any special requirements regarding an InfoBase order and communicates this information to the appropriate processor.**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.
– 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
– Specific Competencies needed for CSMs responsible for data delivery:
– Strong working knowledge of all InfoBase products and the how these products are delivered.
– Strong working knowledge of InfoBase Suppression across industries
– List Direct or other Campaign Management Software, mentoring of others on software
– Acxiom Order Fulfillment Tool (AOFT), as well as mentoring others
– InfoBase Order Tracking System, as well as mentoring others
– InfoBase Contract Review
– General understanding of Encryption/Decryption