JOB SUMMARY
Serves as client's initial point of contact for delivery related issues. Oversees production
of Acxiom solutions in designated accounts. Manages production, change, issue and
release management requests from clients and internal Acxiom teams. Focused on the
resolution of client delivery issues and seamless quality assurance of client deliverables.
DUTIES AND RESPONSIBILITIES
· Manages client and Acxiom's delivery expectations. Communicates delivery status,
issues, problems and feedback to client/stakeholders and teams. Manages daily
delivery status calls to clients. Facilitates client satisfaction through
communication and day to day delivery operations. Helps establish and maintain
client priorities regarding delivery.
· Reviews issues, risks, service level agreements, etc with Acxiom market
leadership. Provides market leadership information needed for operational
business reviews with clients. Provides market groups with delivery consultation.
· Provides client oversight of production schedules to applicable market, service,
delivery and sales teams. Provides production change request management
including impact analysis and delivery coordination. Provides cost and service
level estimates for change requests.
· Maintains up-to-date production documentation materials for designated
accounts.
· Manages Change Control systems for all production, issue, change and release
management requests.
· Communicates client processing capacity and workflow management to affected
functional groups. Provides client and Acxiom quality release readiness approvals.
· Works with account managers to ensure deliverables meet and exceed client
contractual requirements. Ensure deliverables are consistent with client priorities,
internal organizational design, governance model, time, budget and quality
standards.
· Manages service level agreements, expectations and associated penalties
awareness across affected teams.
· Proactively pursues and resolves delivery issues before team or client is
materially affected. Manages help desk regarding client incidents. Provides
causation and post mortem analysis of client incidents.
· Provides on-going client relationship status changes to affected associates such
as technical, account management, sales and delivery groups.
· Collaborates with various functional groups to guarantee appropriate resource
allocation. Collaborates with delivery organization on cost management, quality
and productivity improvement. Establishes, maintains and drives profit
improvement plans using various process management disciplines.
· Collaborates with market leadership (Delivery Executive) to ensure business
opportunities are proactively communicated into functional groups. Establishes
and maintains transparency to market leadership on resource allocation on
specific accounts.
COMPETENCIES
Communication
· Actively listens to gain understanding and clarification
· Builds trust through written and spoken communication
· Adapts style and tactics to fit the situation
· Recognizes and uses appropriate channels of communication
(face-to-face, e-mail, phone)
Continuous Self-directed Learning
· Maintains skills required to perform job role at current level of
responsibility
· Improves own abilities before required to by circumstances
· Pursues opportunities to grow and to learn
· Continually upgrades technical knowledge and awareness of
business/technology trends
Initiative
· Displays tenacity for getting things done
· Does things before being asked or forced to by events, leaders, or
stakeholders (customers)
· Determines what needs to be done and takes responsibility for
doing it
· Regularly reviews personal productivity and develops ways to
increase effectiveness and efficiency
Planning and Organizing
· Establishes and maintains a focused direction and appropriate
priorities
· Manages time, responsibilities and multiple priorities effectively
· Plans, organizes and maneuvers obstacles to deliver results
· Developing specific goals and plans to prioritize, organize, and
accomplish your work
· Monitors progress and follows up with team members as
appropriate
· Uses decision-makers appropriately in order to prevent delays
Results and Achievement Orientation
· Takes action and/or switches to alternate strategies in order to
achieve goals
· Seeks new opportunities to add value
· Backs up promises with action and follow-through
· Takes responsibility for actions and holds self accountable
· Consistently delivers positive results, regardless of comfort level
Stakeholder Orientation
· Demonstrates integrity by being honest and forthright with
stakeholders (associates and customers)
· Remains focused on the stakeholder (customer) concerns
· Plans for stakeholder (customer) communication and keeps
communication current
· Anticipates and meets underlying stakeholder (customer) needs
and expectations
· Seeks to enhance value for stakeholders (customers)
Teaming and Relationship Management
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