Client Success Manager

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🕒 il y a 3 mois

🌽 Illinois – Distant

🌽 Illinois – Remote

⏰ Temps Plein

🟠 Senior

🔴 Expert

🏆 Customer Success

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Ensono

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1001 - 5000 employés

Cloud Services • IT Services • Managed Services

Ensono est un conseiller technologique expert et un fournisseur de services gérés. En tant qu'allié infatigable, nous accélérons la transformation numérique de nos clients pour atteindre des résultats durables. Notre équipe dédiée aide les organisations à optimiser les systèmes actuels dans n'importe quel environnement hybride grâce à des services tels que le conseil, la modernisation des mainframes et des applications, la migration vers le cloud public, et le développement cloud-native. Avec des experts certifiés en AWS, Azure et Google Cloud, et reconnu comme partenaire de transformation du centre de données Microsoft de l'année, Ensono compte plus de 2 900 collaborateurs dans le monde et a son siège social dans la région de Chicago.

Description

• Serve as multiple client or account management’s strategic point of contact for Solution and/or InfoBase Delivery for larger / more complex accounts. • Responsible for mentoring and providing oversight for less experienced CSMs. • Coordinate or manage production processing; change, issue and release management; data delivery across all Ensono lines of business and teams; and contractual compliance. • Involve in new logo implementations. • Consulted by the Account Management team for expertise in managing a client. • Drive the definition of requirements for account-related projects, resolution of client delivery issues, and seamless quality assurance of client deliverables. • Lead the remediation of unhealthy account teams and bring troubled accounts back to a healthy state. • Set the direction for the account in Account Planning sessions with account owners. • Utilize proactive research and understanding of the competitive landscape, making recommendations for how data can and cannot be used. • Escalation point of contact across Ensono to review issues, risks, service level agreements. • Manage multiple client and Ensono’s delivery expectations, liaison with Sales and Markets. • Ensure management of delivery status calls to clients is conducted by CSMs. • Oversee client satisfaction through communication and day-to-day delivery and data operations.

🎯 Exigences

• 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 • 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 • General understanding of Encryption/Decryption • Ability to demonstrate thought leadership in how data should be used.

🏖️ Avantages

• 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.