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Senior Manager Client Solutions

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Customer Service
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189748 Requisition #
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We believe in a competitive, team-oriented environment that requires the full investment and engagement of every team member. We expect team members to focus on creating a solution-driven environment by encouraging creativity and innovation. Data Quality is a rapidly expanding field and there is a high need for dedicated, creative, and driven individuals who are committed to creating solutions that redefine how organizations interact with citizens.

 

The Sr. Manager of Client Services and Support oversees the Professional Services, Support and Strategic Programs and Innovation teams. This role is responsible for the internal and external customer experience for the post-sale part of the business.

Specific areas of responsibility include:


• Liaising with line management across the business to alleviate pain points
• Building relationships with global product and finding creative ways to implement or deliver
• Approving and/or finding creative ways to deliver non-standard requests from customers
• Act as an escalation point for any customer issues
• Stakeholder for new process or programs, providing input on impact to the technical teams, best resources to use and collateral needed
• Increase efficiency and effectiveness of business operations and client services
• Partner with Sales and Marketing to optimize and reduce costs of customer on-boarding process including customer handoff, communication, content and training

Specific Tasks

Professional Services


• Work with Sales Engineering to approve complex or out of the ordinary SOWs
• Work with Sales Engineering to architect complex solutions, especially for NameSearch or SPI AutoSFTP
• Escalation point for PS Manager
• Review Metrics and work on ways to improve Recognized Revenue
• Explore additional PS offerings
• Coordinate DM learning and content.
• Champion/motivate new offerings, testing and feedback
• Review delivery tactics and propose new techniques
• Coordinate GVTs and feed updates to the business
• Product stakeholder. Work with GPD on how we deliver, what our priorities are, issues, etc. Should be replaced by GVTs and/or consultants can usually message that
• A contact for Global Product to discuss areas of improvement. In other words, when too many cooks are in the kitchen or we need to roll something out, taking a small group to work through the issues and then communicate down.
• Stakeholder on new offerings (IFF, Pandora, Aperture, DA360, AutoSFTP). How we can support them (what does support need), how we deliver the projects and what content we need to generate for consistency (sample code/documentation/escalation paths/etc)

Support
• Escalation point for Network outages
• Communicate with the business on Network issues, customer impacted and status
• Coordinate support for NOC issues across shifts and communication plans
• Coordinate process across offices Boston/CR
• Coordinate process between shifts
• Coordinate process between regions NA/APAC/EMEA
• Review poor surveys and help coach on areas of improvement
• Help decide who should support a customer that has an issue in the "grey-zone" PS or Support or not sure between them
• Work/find opportunities for customer self service

SPI
• Provide direction on which projects should be worked
• Help promote new developments from the team (answer the question, "what do they do")

Experience & Qualifications

  • BA/BS
  • 7-9 years functional experience in a client services or information technology environment.
  • 4-6 years managerial experience.
  • Excellent customer service skills.
  • Excellent verbal and written communication skills.
  • Advanced problem-solving skills.
  • Advanced PC and Mainframe skills.
  • Advanced project management skills.
  • Advanced knowledge of Experian products and services.
  • Advanced organizational skills.
  • Advanced leadership skills.
  • Knowledge of evolving technology and how it affects the products supported.

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