Senior Client Service Manager

  • Acxiom Corporation
  • 21 Warren St, New York, NY 10007
  • Full-Time

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The Senior Client Service Manager will serve as a client or account management's day-to-day point of contact for Solution. In this role, you will be responsible for mentoring and providing oversight for less experienced CSMs as well as coordinating or leading the following:

* client communication & coordination;
* change, issue and release management;
* cross-team collaboration & communication;
* development workflow;
* production processing;
* data delivery across all Acxiom lines of business and teams;
* and contractual compliance.

You will 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. You will drive development activities/projects (with Infrastructure focus) and coordinate with production schedules.

What you will do:

* Responsible for managing production processing, change, issue and release management, data delivery across all Acxiom lines of business and teams, and contractual compliance for 1 (or more) accounts.
* Drive the definition of requirements for account-related projects as well as resolution of client services issues and seamless quality assurance of client deliverables
* Partner with leadership to understand client vision and priorities and support creation of proposals

Do you have?

* Bachelor's degree in relevant field of study or equivalent work experience
* 7+ years of prospect & customer marketing services and/or IT industry experience, or similar
* Outstanding written and verbal interpersonal skills
* Demonstrated negotiation skills
* Demonstrable experience in a highly consultative environment
* Solid sense of urgency
* Technical capability including knowledge of Infrastructure Management (servers, network, vulnerabilities, firewalls, etc.)
* Ability to inspire internal account operational / implementation teams and build morale
* Ability to assess change requests and impact assessment
* Understanding of offline and online digital marketing
* Great listening skills and requirements gathering
* Attention to detail
* Strong presentation skills - comfort level interacting with various levels of an organization

What will set you apart:

* Previous experience in client services
* Agile Development Methodology (including Jira)
* Ability to build and improve relationships with internal Acxiom teams
* Project Management background and experience (PMP preferred but not required)
* Planview experience & Service Now experience
* Experience working on full offline and online Customer Data Platforms
* Expense management rigor
* Experience delivering executive level presentations and updates
* Experience with Virtual Teaming


Primary Location City/State:

Downers Grove - Butterfield, Illinois

Additional Locations (if applicable):

Austin, Conway, Homebased - Austin, Homebased - Conway, Homebased - Downers Grove Butterfield, Homebased - New York, New York

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, disability, sexual orientation, gender identity, genetics or other protected status.

Associated topics: customer service manager, customer service team manager, director, guide, guidance, manager, monitor, operations, operations manager, supervisor

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.