Roles and Responsibilities
Expert Client Success Managers serve as multiple client or account managements strategic point of contact for Solution and/or 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.
Key Areas of Focus for this Role
- Escalation point of contact across Ensono to: review 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 Ensonos 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.
- 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. Provides causation and postmortem 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 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.
- This position does not have direct reports but may mentor less experienced associates in the role.
Desired Candidate Profile
- 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
- Experience of managing customers with Public / Hybrid Cloud services
- Proficient in Microsoft Office Suite of tools
- Strong experience with process improvement/management disciplines (e.g., LEAN)
- Strong management of multiple projects concurrently using excellent communication skills
- 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 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