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 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 for specific accounts.
Skills Catalog
Background
· 3~5 plus years experience in a production, delivery or similar client facing role
· 3~5 years experience with client contract or service level agreement compliance
· Experience with process improvement/management disciplines (e.g. LEAN)