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Worker Type:
EmployeeExpert Client Services Managers serve as multiple client or account management’s strategic point of contact for Solution and/or InfoBase Delivery for larger / more complex accounts. The Expert 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 Ensono lines of business and teams; and contractual compliance. An Expert CSM would also be involved in new logo implementations and looked to by the Account Management team for their expertise in managing a client. The Expert CSM would also be 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. An Expert CSM would be expected to lead the remediation of unhealthy account teams and bringing trouble accounts back to a healthy state. The Expert CSM would be involved in setting the direction for the account in Account Planning sessions with account owners, utilizing proactive research and understanding of the competitive landscape, and making recommendations for how data can and cannot be used. DUTIES AND RESPONSIBILITIES
Escalation point of contact across Ensono to: reviews issues, risks, service level agreements, market leadership information needed for operational business reviews with clients, awareness of SLA/SLE penalties across Ensono .
Manages multiple client and Ensono ’s delivery expectations – including being a liaison with Sales and Markets as well. Escalation point for status, issues, problems and feedback to client/stakeholders and teams. Ensures management of delivery status calls to clients is conducted by CSMs. Oversees facilitates of client satisfaction through communication and day-to-day delivery and data operations. Establishes and maintains client priorities regarding delivery and data needs.
Oversees adherence to contractual obligations (SLA/SLEs) and ensures deliverables meet client contractual requirements and are consistent with client priorities, time, budget and quality standards.
Oversees 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.
Oversees that documentation is maintained for designated accounts.
Oversees Change Control systems on multiple accounts for all production, issue, change and release management requests.
Oversees client processing capacity requirements and workflow management needs to team members. Provides client and Ensono 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.
Oversees on-going client relationship status changes to affected associates such as technical, account management, and sales groups. Oversees action plans, as needed, for client satisfaction to ensure effectively managed client relationships.
Oversees appropriate resource allocation. Collaborates with leadership on cost management, quality and productivity improvement. Oversees and drives profit improvement plans using various process management disciplines.
Oversees 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.
Proactively 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. Provides through leadership to account team, account management and client on industry trends.
Provides expertise on new implementations for how best to manage a client.
Specific Knowledge needed for CSMs responsible for data delivery:
Oversees running counts, pulling in suppressions, and outputting files on the List Direct system Works with the Sales contact to gather InfoBase information required for Ensono 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. Makes recommendations to account management and clients on how best to use data.
Ensures and oversees the gathering of all required information needed to set up FTP directories and coordinates client file/arrival and delivery.
Oversees gathering all required InfoBase information and creating, sending, and submitting AOFT ( Ensono 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 10+ years experience in a production, data, delivery or similar client facing role 7+ years experience with client contract or service level agreement compliance Strong experience with process improvement/management disciplines (e.g. LEAN) Strong management of 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) Anticipates and recognizes potential conflicts, exposes disagreements, and resolves issues/problems Anticipates 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 Seek out, 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, how these products are delivered and how best to use them Strong working knowledge of InfoBase Suppression across industries Strong knowledge of as well as mentoring others on List Direct or other Campaign Management Software Strong knowledge of as well as mentoring others on Ensono Order Fulfillment Tool (AOFT) Strong knowledge of as well as mentoring others on InfoBase Order Tracking System
InfoBase Contract Review
General understanding of Encryption/Decryption
Ability to demonstrate thought leadership in how data should be used
Any reference to years of experience should be disregarded in the UK
Primary Location City/State:
Homebased - Downers Grove, IL - Finley, Illinois Additional Locations (if applicable):
Ensono is an Equal Employment Opportunity Employer. Ensono provides equal employment opportunities to all qualified applicants without regard to race, color, religion, national origin, ancestry, citizenship status, sex, marital status, pregnancy, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status, military status, or any other status protected by applicable law.
