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Acxiom LLC Senior Client Services Manager (Remote) in Boston, Massachusetts

Senior Client Service Manager serves as a client and account management’s day-to-day point of contact for Identity, Data and Partner accounts. Responsibilities include coordinating or managing operational processing, change/issue/release management, data delivery across all Acxiom lines of business and contractual compliance. The Senior Client Services Manager also participates in defining requirements for account related projects as well as resolution of client delivery issues and seamless quality assurance of client deliverables.

*This role can be located almost anywhere in the U.S.

What You Will Do:

  • Manages client and Acxiom’s delivery expectations for applicable contracts and statements of work. Communicates status, issues, problems, and feedback to client stakeholders and teams. Manages delivery status calls to clients and facilitates client satisfaction through communication and day-to-day delivery and data operations. Establish and maintain client priorities regarding delivery and data needs.

  • Monitors adherence to contractual obligations (Service Levels) and ensures deliverables meet client contractual requirements and are consistent with client priorities, time, budget, and quality standards.

  • Provides client oversight of operational schedules. Provides operational change request management including impact analysis and delivery coordination. Provides cost and service level estimates for change requests.

  • Maintains up-to-date operational documentation materials for designated accounts.

  • Manages Change Control systems for all operational, issue, change, and release management requests.

  • Communicates client processing capacity requirements and workflow management needs to Acxiom team members. Provides client and Acxiom 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.

  • Supports client billing, and sales pursuits as is appropriate for supported accounts.

  • Ensure all security and privacy-initiated processes are reviewed and approved by appropriate parties.

  • 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.

What You Will Have:

  • Bachelor’s degree from a four-year college or university or equivalent work experience

  • Strong working knowledge of Identity and Data solutions, and Digital eco-system

  • Proven Job Experience effectively managing client relationships and leading complex projects across disciplines, organizations, and reporting structures.

  • Experience in MarTech / AdTech marketing solutions

  • Manage multiple projects concurrently using excellent communication skills.

  • Probes for information and makes suggestions to stakeholders (customers and management)

  • Recognizes potential conflicts, exposes disagreements, and drives resolution for issues/problems.

  • Focuses on the clients’ needs by establishing credibility and building relationships.

  • Strong analytical, problem-solving, and decision-making skills.

  • Excels in both written and verbal communication across all levels of the organization.

Preferred Experience:

  • Working Knowledge of Identity Resolution

  • PII / Pseudonymous Data

  • USPS Address Standards

  • GDPR-Privacy Regulations

  • Encryption/Decryption (PGP/GPG, SDMS, GIS)

  • Cloud experience (AWS, Snowflake, GCP, Azure, Adobe)

What Will Set You Apart:

  • Proven ability to manage multiple client relationships for Identity, Data Delivery, and Partners.

We believe in building an awesome workplace where associates feel engaged and want to come to work every single day. It’s important to Acxiom that we invest in our culture and promote a healthy work-life balance, even when our associates are at work.

As a part of our team, you will join a fast-moving, dynamic, “get stuff done” culture where we prioritize progress over perfection and empower our people to do their jobs. You will always be guided to do what’s right, legally and morally for our customers. At Acxiom, we believe in exceptionalism. We don’t aspire to be mediocre, good, nor even phenomenal – we intend to be the absolute best in everything we do.

Acxiom is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics, or other protected status.

#GD17

Primary Location City/State:

Homebased - Conway, Arkansas

Additional Locations (if applicable):

Acxiom is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, military status, physical or mental disability, sexual orientation, gender identity or expression, genetics or other protected status.

Attention California Applicants: Please see our CCPA/CPRA Privacy Act notice here (https:////www.acxiom.com/wp-content/uploads/2023/01/CCPA-CPRA-Notice-for-Employees-Eff-01012023.pdf) .

Attention Colorado, California, Connecticut, Maryland, Nevada, New York City, Ohio, Rhode Island, and Washington Applicants: This position is not located in the aforementioned locations but applications for remote work may be considered. For information about this role under state or local equal pay or pay transparency laws, please contact recruit@acxiom.com .

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