Associate Client Service Manager

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.

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.

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