Client Success Manager

September 15

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Ensono

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Support mission critical workloads • Reduce total cost of ownership • Modernize your infrastructure • Manage and migrate between systems • Managing business complexity

1001 - 5000 employees

Description

• Expert Client Services Managers 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. • Coordination or management of production processing; change, issue and release management; data delivery across all Ensono lines of business and teams; and contractual compliance. • Involved in new logo implementations and expertise in managing a client. • Lead the remediation of unhealthy account teams and bring trouble accounts back to a healthy state. • Ensures management of delivery status calls to clients is conducted by CSMs. • 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. • 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. • Proactively pursues and resolves delivery issues before team or client is materially affected.

Requirements

• 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