Associate Client Service Manager

JOB ROLE SUMMARY

Client Services Managers serve as a client or account management’s day-to-day point of contact for Solution and/or InfoBase Delivery. The 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 CSM is also involved in defining requirements for account related projects as well as resolution of client delivery issues and seamless quality assurance of client deliverables.

DUTIES AND RESPONSIBILITIES

• Point of contact across Acxiom 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.
• 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 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.
• Conducts 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.
• 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.
• 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:
• Responsible for running counts, pulling in suppressions, and outputting files on the List Direct system
• Works with the Sales contact to gather 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.
• Gathers 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.

SUPERVISORY RESPONSIBILITIES

This position does not have direct reports but may mentor less experienced associates in the role. 

RECRUITING INFORMATION

Specific hiring needs may vary by location, industry, client, internal department and other business related factors. The qualifications section lists examples that may be used as guidance when populating required and preferred skills sections of recruiting requisitions / job postings.

QUALIFICATIONS

Required

• None

Preferred

• Bachelor’s degree from a four-year college or university or equivalent work experience
• Little to no previous experience in their particular discipline, but likely has some prior work experience or has completed internships and a Bachelor’s degree or professional certification.
• 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 helps resolve 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
• Solid 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
• Communicates comfortably with 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:
• Working knowledge of all InfoBase products and the how these products are delivered.
• Working knowledge of InfoBase Suppression across industries
• Working knowledge of all InfoBase Products
• List Direct or other Campaign Management Software
• Acxiom Order Fulfillment Tool (AOFT)
• InfoBase Order Tracking System
• InfoBase Contract Review 
• General understanding of Encryption/Decryption

Any reference to years of experience should be disregarded in the UK