北京招聘

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 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 for specific accounts.
SUPERVISORY RESPONSIBILITIES
The Client Service Manager role does not have direct reports but may be expected to mentor less
experienced Client Service Managers.
COMPETENCIES
Attitude
· Focuses on the positive rather than the negative
· Learns from mistakes, applying lessons learned to future behavior
· Promotes improvements to future performance, processes and related issues rather than
casting blame
· Uses a "can do" perspective to transform client service problems into winning solutions
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
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
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
Self-Awareness and Self-Management
· Builds strong, trust based relationships by proactively investing in the success of others
· Manages emotions, strengths and gaps to achieve desired outcomes
· Recognizes ones' emotions, strengths and gaps and the impact these have on relationships
and results
· Takes an active interest in others' emotions, perspectives and needs and recognize the
impact these have on relationships and results
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
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
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 on solutions
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
· 5 plus years experience in a production, delivery or similar client facing role
· 3-5 years experience with client contract or service level agreement compliance
· Experience with process improvement/management disciplines (e.g. LEAN)
American Disabilities Act Requirements
· Physical requirements if applicable
Technology
· Remedy
· Clarity
REPORTS TO
· Team Leader in Client Service Management
· Dotted-line reporting to Delivery Executive
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

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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
7. 宽敞明亮富有现代气息的办公环境，办公小楼闹中取静风景优美，四季皆被绿树环绕，且交通便利靠近地铁
8. 说不完啊说不完……

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