北京招聘Sr. Client Service Manager

Sr. Client Service Manager

安客诚信息服务（上海）有限公司

公司规模：150-500人
公司性质：外资(欧美)
公司行业：计算机服务(系统、数据服务、维修)

职位信息

发布日期：2015-02-02
工作地点：北京
招聘人数：1
工作经验：八年以上
学历要求：本科
职位类别：产品/品牌经理客户关系经理/主管

职位描述

JOB SUMMARY

Serves as client's initial point of contact for delivery related issues. Oversees production

of Acxiom solutions in designated accounts. Manages production, change, issue and

release management requests from clients and internal Acxiom teams. Focused on the

resolution of client delivery issues and seamless quality assurance of client deliverables.

DUTIES AND RESPONSIBILITIES

· Manages client and Acxiom's delivery expectations. Communicates delivery status,

issues, problems and feedback to client/stakeholders and teams. Manages daily

delivery status calls to clients. Facilitates client satisfaction through

communication and day to day delivery operations. Helps establish and maintain

client priorities regarding delivery.

· Reviews issues, risks, service level agreements, etc with Acxiom market

leadership. Provides market leadership information needed for operational

business reviews with clients. Provides market groups with delivery consultation.

· Provides client oversight of production schedules to applicable market, service,

delivery and sales teams. 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 and workflow management to affected

functional groups. Provides client and Acxiom quality release readiness approvals.

· Works with account managers to ensure deliverables meet and exceed client

contractual requirements. Ensure deliverables are consistent with client priorities,

internal organizational design, governance model, time, budget and quality

standards.

· Manages service level agreements, expectations and associated penalties

awareness across affected teams.

· 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, sales and delivery groups.

· Collaborates with various functional groups to guarantee appropriate resource

allocation. Collaborates with delivery organization on cost management, quality

and productivity improvement. Establishes, maintains and drives profit

improvement plans using various process management disciplines.

· Collaborates with market leadership (Delivery Executive) to ensure business

opportunities are proactively communicated into functional groups. Establishes

and maintains transparency to market leadership on resource allocation on

specific accounts.

COMPETENCIES

Communication

· Actively listens to gain understanding and clarification

· Builds trust through written and spoken communication

· Adapts style and tactics to fit the situation

· Recognizes and uses appropriate channels of communication

(face-to-face, e-mail, phone)

Continuous Self-directed Learning

· Maintains skills required to perform job role at current level of

responsibility

· Improves own abilities before required to by circumstances

· Pursues opportunities to grow and to learn

· Continually upgrades technical knowledge and awareness of

business/technology trends

Initiative

· Displays tenacity for getting things done

· Does things before being asked or forced to by events, leaders, or

stakeholders (customers)

· Determines what needs to be done and takes responsibility for

doing it

· Regularly reviews personal productivity and develops ways to

increase effectiveness and efficiency

Planning and Organizing

· Establishes and maintains a focused direction and appropriate

priorities

· Manages time, responsibilities and multiple priorities effectively

· Plans, organizes and maneuvers obstacles to deliver results

· Developing specific goals and plans to prioritize, organize, and

accomplish your work

· Monitors progress and follows up with team members as

appropriate

· Uses decision-makers appropriately in order to prevent delays

Results and Achievement Orientation

· Takes action and/or switches to alternate strategies in order to

achieve goals

· Seeks new opportunities to add value

· Backs up promises with action and follow-through

· Takes responsibility for actions and holds self accountable

· Consistently delivers positive results, regardless of comfort level

Stakeholder Orientation

· Demonstrates integrity by being honest and forthright with

stakeholders (associates and customers)

· Remains focused on the stakeholder (customer) concerns

· Plans for stakeholder (customer) communication and keeps

communication current

· Anticipates and meets underlying stakeholder (customer) needs

and expectations

· Seeks to enhance value for stakeholders (customers)

Teaming and Relationship Management

· Builds trust-based relationships with stakeholders (associates

and/or customers)

· Gives and receives constructive feedback appropriately

· Recognizes when it is appropriate to say "no"

· Handles situations with diplomacy and tact

· Works well with others, even in the face of personal differences

· Balances company, team, and personal achievement

· Demonstrate effective communication, collaboration and conflict

management within and across organizational boundaries

Quality and Continuous Improvement

· Strives for highest quality possible and is dissatisfied with

mediocrity

· Demonstrates flexibility and willingness to change

· Constantly evaluates what we do and compares it to the best way

and the right way

· Defines and documents processes to drive consistency and

improvement

· Intentionally learns from own and others' successes and failures

Judgment and Decision Making

· Uses sound judgment when making key decisions

· Focuses on objectives and results when considering the various

alternatives to a decision

· Gathers sufficient information to identify gaps and variances

before making a decision

· Solicits the input of appropriate stakeholders to improve the

quality and timing of a decision

ROLE SPECIFIC COMPETENCIES

Persuasion and Influence

· Adapts style, tactics and communication channel(s) as appropriate for

the situation, audience or circumstances

· Challenges existing paradigms without creating more resistance than

support

· Creates and negotiates win/win solutions that generate positive

results individually and through others

· Uses direct persuasion, facts, and figures appropriately in order to

gain buy-in and compel others to positive action

Critical Thinking and Problem Solving

· Anticipate and recognize concerns, issues, problems, and/or obstacles

and suggests solutions

· Arranges unclear facts into logical patterns and concepts

· Develops solutions that are not constrained by existing paradigms

· Recognizes and expresses related concepts or potential outcomes of a

decision, situation or issue

Quality Control Analysis

· Conducting tests and inspections of products, services, or processes

to evaluate quality or performance

Troubleshooting

· Determining causes of operating errors and deciding what to do about

Additional Recruiting Information: Hiring Managers and Recruiters select skills

from the following catalog and populate Required Skills and Preferred Skills sections

based on specific recruiting need.

Skills Catalog

Background

· 2-3 plus years experience in a production, delivery or similar client facing

role

· 1-2 years experience with client contract or service level agreement

compliance

· Experience with process improvement/management disciplines (e.g. LEAN)

METRICS

· Production, Quality

· Change, Issue, Release Management tickets

· SLA compliance

· Client cost

JOB ROLE CRITERIA

· Client Relationship Management skills

· Manages multiple clients or LOB's

· Collaboration skills

公司介绍

公司信息
安客诚信息服务（上海）有限公司，Acxiom 是一家美资公司，是IPG旗下独立运营子公司

你喜欢学习新事物？
对数据营销、电商、CRM、云... 有兴趣和热忱？
或者你已经是一位有经验的客户经理、项目经理、创意策划、技术达人? 来加入我们吧！

Acxiom成立于2000年，我们为全世界***的公司提供数据营销咨询与服务，帮助企业品牌利用大数据和数据营销的力量提升市场竞争力。我们的工作必需符合客户的期望、经得起百万用户的考验。我们做的是严肃的工作！我们因为我们一个又一个满意的客户而自豪，我们希望你得以一起来分享这种成就与快乐。你加入的是一个负责任的公司。

加入安客诚大家庭的理由：
1. 扁平化的高效管理，开放式的沟通交流环境，多元化的办公氛围
2. 根据不同职位的各种资源和培训匹配
3. 每季度皆赋予所有员工的升职加薪渠道，多种与考评挂钩的奖金激励组合
4. 丰富多彩的员工活动，做月饼，做瑜伽，节目丰富的年会
5. 无限量供应的各种健康水果，小食，优雅舒适的用餐环境
6. 加班的免费晚餐、免费车费
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8. 说不完啊说不完……

Acxiom期待一样想要创造和实现价值的你加入！

联系方式

Email：angela.wang@acxiom.com
公司地址：地址：span淮海中路1045